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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, confused, and frustrated customers. They must be able to follow a script, but also...
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    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....
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    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...
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    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...
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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...
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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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