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    smart contact center management tips

    A Guide to Contact Center Management

    Effective customer service is highly dependent on contact center management. It’s your leadership team that’s responsible for the direction of your company. Unfortunately, 77% of...
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    improve call quality with lms

    How to Improve Call Quality with a Call Center LMS

    The customer experience has never been more critical. Companies that lead in customer experience...
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    15 service script guidelines that work

    15 Call Center And Customer Service Script Best Practices

    Every call center manager knows that when agents start out, they need a script to follow when...
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    call center lms selection guide

    How to Choose the Right LMS for Call Center Training

    Customers expect excellent customer service when dealing with your company. In fact, offering...
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    8 reasons to use call lms

    8 Benefits of Using an LMS in Your Call Center

    Employee training is critical in every industry, business, and role. It is a way to help to certify...
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    self-scoring empowers call agents

    Why on Earth Should You Let an Agent Self-Score?

    The Importance of Agent Self-Scoring to Boost Call Scores and Engagement How do your call center...
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    proving roi through customer experience

    How to Calculate the ROI of the Customer Experience

    Your customers are happy. Congratulations! You rank well on your Customer Satisfaction Score (CSAT)...
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    9 ways to empower agents

    9 Ways to Empower Your Customer Service Agents

    Customer service is a competitive field. 90 percent of Americans use customer service as a factor...
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    cx management drives customer loyalty

    How Customer Experience Management Boosts Loyalty and Retention

    A loyal customer is a profitable customer. Not only do loyal customers spend 31% more than new...
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    track positive feedback for agents

    How to Give + Track Positive Agent Feedback in Call Centers

    The importance of call center quality feedback cannot be overstated. It is the basis for your call...
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