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    measuring emotions in customer experience

    How To Measure Emotive Customer Experience in Call Centers

    Forrester recently reported that in 17 out of 18 industries, customers areinfluenced more by how they feel than by a product’s actual effectiveness. That’s alot of industries...
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    top 7 customer experience fixes

    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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    feedback that improves call quality

    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 explained simply

    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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    tips for efficient call center management

    10 Expert Tips for Efficient Call Center Management

    If you want to have a prosperous and productive call center, it has to start from the top down....
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    fix the 15 mistakes your call center agents make

    How to Fix the 15 Mistakes Your Call Center Agents Make

    Life is a constant learning process. We’re never at the end of the journey, and there’s always some...
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    measure emotional intelligence in agents

    Measuring Emotional Intelligence in Customer Service Agents

    According to a recent Forrester report, how a customer feels about a product is more important than...
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    soft skills for service excellence

    Soft Skills Training 101: How to Develop Customer Service Soft Skills

    Soft skills are one of the foremost predictors of call center performance and agent success. In...
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    recruit with emotional intelligence focus

    Hiring for Customer Service Soft Skills & Emotional Intelligence

    To be successful in a call center, agents must be able to deal with a high volume of angry,...
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