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    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 worksheets, useful for "what-if" analysis since many financial cases can be rapidly...
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    Guide to Creating an Effective Omnichannel Customer Experience

    An effective omnichannel customer experience is more critical than ever. Is your brand ready to...
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    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...
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    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...
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    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...
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    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...
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    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,...
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    create incentive program in 8 steps

    Guide: How to Create a Call Center Incentive Program in 8 Steps

    Working as a call center agent can seem like a tedious, thankless job. In some cases, agents spend...
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    boost analytics using quality metrics

    Adding Quality Metrics to Your Data Analytics

    If you can’t measure it, you can’t manage it, especially when it comes to quality assurance. How...
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    effective qa through speech insights

    Can Speech Analytics Deliver Effective QA?

    Your contact center and the teams that staff it are ultimately responsible for delivering a...
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