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    design and build an effective qa scorecard

    How to Design and Build an Effective QA Scorecard

    Every call center has a different mission. Most fall into two categories, those that are focused on sales or lead generation, and those that are focused on customer service and...
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    soft skills drive agent performance

    Soft Skills Predict Performance of Call Center Duties

    Staff turnover is costly for any call center. Several recent studies have shown that most call...
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    scorebuddy voted best contact software

    Award: Scorebuddy - Best Contact Center Software 2018

    Scorebuddy is delighted to announce that they have been voted “Best Contact Center Technology” in...
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    permanent tsb quality assurance improved with scorebuddy

    How Scorebuddy Improved Quality Assurance for Permanent TSB

    One of Scorebuddy’s premiere clients, permanent tsb Group, is a leading financial services provider...
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    scorebuddy enhanced service quality for hr

    How Scorebuddy Improved CX for HR Solution Provider

    A leading human resource and payroll solution provider recently sought expertise from Scorebuddy to...
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    aligning customer sentiment with service delivery

    How to Correlate Internal QA Scores With Customer Sentiment

    This blog series began with “How Call Center QA Improves NPS and Customer Experience,” continued...
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    center agent engagement and company's mission

    Call Center Agent Engagement and Your Company's Mission

    “Why does my job matter?” Every employee asks that question at some point or another, often during...
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    Understanding Call Center Quality Assurance Frameworks

    Each call center, at one time or another, fits into, transitions through, or overlaps across three...
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    optimizing strategic call center qa framework

    Evolving a Strategic Call Center QA Framework

    There are no shortage of reasons why call center quality assurance is a necessity, and improving...
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    leverage your qa team effectively

    How to Leverage Your QA Team Effectively

    Managing hundreds or even thousands of calls a day is routine for most call centers, especially...
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