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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 QA frameworks: Operational, Tactical, and Strategic.
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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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    scorebuddy wins tech award 2017

    Scorebuddy: Top 10 Contact Center Tech Awards 2017

    We have been voted amongst the top 10 technology awards!We are extra happy with this result for 2...
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    ryanair adopts scorebuddy qa solution

    Ryanair Uses Scorebuddy's QA Solution

    Ever heard of Ryanair? This innovative airline is making waves in the E.U. and around the region....
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    scorebuddy voted contact tech leader

    Scorebuddy Voted Best Contact Center Technology

    Scorebuddy has been voted “Best Contact Centre Technology” in the Top 10 Contact Centre Technology...
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    anatomy of a good call

    Anatomy of a Good call: Part 3. Measurement

    We read a great article recently by Forbes on measurement where they were debunking the dogma that...
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    call center rapport building tips

    Best Practice for Rapport Building in Call Centers

    Introduction During their job interview your agents will have said that they are great...
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    agent intelligence in good calls

    Anatomy of a Good Call: Part 1. Your Agent's Brain

    YOUR AGENTS ARE AMAZING! As you can see from the above illustration, every time they are on a call...
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    call center qa buying questions

    Questions to Ask When Buying Call Center QA Software

    The last blog in this series of 'what questions to ask...' looks at other general questions that...
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