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    why first call resolution matters

    The Importance of Tracking First Call Resolution

    For one-third of your customers, you have just one chance to make a positive impression, or they’ll switch companies. So, it should be no surprise that first call resolution (FCR)...
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    smarter qa starts with software

    Why You Need Call Center Software for Call Center QA

    Call center quality assurance (QA) is how you determine if your agents are meeting your goals. It’s...
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    customer experience is key to growth

    Why Customer Experience is Essential to Company Success

    While 73% of all people point to customer experience as an important factor in their purchasing...
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    empower employees to wow customers

    Empower the Employee to Deliver Exceptional Customer Service

    Providing quality customer service is the key to locking in your customers for the long-term....
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    support and success shape customer experience

    How Both Customer Support and Customer Success Impact CX

    In 2017, 64% of Americans contacted some form of customer service, according to Statista. But did...
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    scorecards drive better call performance

    Call Center Quality Scorecards Improve Performance

    This blog has been updated in April 2019 Companies that carefully gather and assess call center...
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    improve contact center customer service

    Tips for Improving Customer Service in Contact Centers

    This blog has been updated on March 2019 Customer experience (CX) is often classified as an...
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    essential soft skills for agents

    7 Soft Skills Call Center Agents Need Most

    When looking to hire new call center agents, your Human Resource department may suggest using...
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    voicemail and callback experience compared

    Voicemail vs. Callbacks: Impact on Call Center CX

    Customer experience executives in all types of organizations continually evaluate call center...
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    smarter workflows using zendesk & scorebuddy

    Why You Should Integrate Zendesk with Scorebuddy

    Scorebuddy, the market leading QA platform, now offers seamless integration with Zendesk in turn...
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