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    The Importance of Emotional Intelligence in the Contact Center

    When you invest in customer experience, you have a clear competitive advantage. This can be particularly important during a crisis when customer emotions run high, and there’s...
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    How to Keep Delivering Great Customer Service in Any Situation

    With the COVID-19 pandemic growing day by day, businesses around the world are finding themselves...
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    8 Ways to Avoid Call Center Agent Burnout During a Crisis

    The coronavirus has changed work as we knew it for the foreseeable future. Many companies have...
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    Measuring Customer Experience: Metrics and the Benefits of Scorecards

    Customer experience (CX) might be the most frequently used term in the customer service industry....
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    Learn to Be a Better Call Center Manager with These 7 Skills

    High quality leaders are the backbone of every organization. Unfortunately, 77% of organizations...
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    How To Measure Emotive Customer Experience in Call Centers

    Forrester recently reported that in 17 out of 18 industries, customers areinfluenced more by how...
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    How to Improve Call Center Customer Experience: 7 Steps

    A customer's experience (CX) when contacting a company’s call center can be the differentiator...
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    How to Give Call Center Quality Feedback That Works

    Feedback is something that many people dread receiving and giving. For some reason, we believe that...
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    First Call Resolution: What Is It and How Do You Measure It?

    Call centers are all about customer service, and one of the hallmarks of top-notch service is a...
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    Gap Analysis for Individual Training in the Call Center

    A call center is a dynamic organization - always growing, always improving - for the benefit of the...
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