Welcome to our Blog

    Call Center Metrics, Platforms and News

    Subscribe Now
    Filter By
    engage agents with training games

    10 Call Center Training Games To Boost Employee Engagement

    Only 13% of employees worldwide are engaged, according to a Gallup poll. And that’s a problem. Employees who aren’t engaged don’t stick around. Right now, 51% of employees are...
    Read more
    live chat qa best practices

    Live Chat Quality Assurance Best Practices

    Today’s customers are not as enthusiastic about phone calls as previous generations. While...
    Read more
    qa scorecards strengthen regulatory compliance

    How QA Scorecards Create Stronger Regulatory Compliance

    Contact center regulatory compliance impacts every aspect of your business. The fact is that...
    Read more
    why scorecard templates can fail

    7 Reasons Why a Call Center Quality Scorecard Template is a Bad Idea

    People forget that spreadsheets were developed as computerized replacements of paper accounting...
    Read more

    Guide to Creating an Effective Omnichannel Customer Experience

    An effective omnichannel customer experience is more critical than ever. Is your brand ready to...
    Read more
    questions before buying qa software

    27 Questions to Ask Before Buying Call Center QA Software

    Selecting the right call center quality assurance software isn’t easy. It can be downright...
    Read more
    enhance cx through emotional intelligence

    Improve Call Center Customer Experience with Emotional Intelligence

    The path to success is paved with quality customer experiences. Arguably, it’s the best way to...
    Read more
    build a call center qa framework

    How to Create a QA Framework for Your Call Center

    This is Blog #1 in our Contact Center Quality Assurance Framework Series. Contact centers are...
    Read more
    boost outcomes with qa analytics

    How to Analyze QA Data to Improve Call Center Outcomes

    The value of big data lies in how you analyze it. Gathering and analyzing structured and...
    Read more
    enhance customer experience with nps

    How to Improve Customer Experience with NPS in Call Centers

    The ultimate goal for your call center is to provide a positive customer experience. However,...
    Read more