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    What is Customer Retention Rate and How to Calculate it?

    Have you ever wondered how many customers come back and use your services or buy your products? This metric is called customer retention rate, and it helps businesses satisfy...
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    Call Center Management Made Easy: The Definitive Guide

    First impressions are critical in the call center industry. That’s why it is vital that all call...
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    Call Center Benchmarking Guide and Why It's Important

    Benchmarks are the standards on which the performance of any business is measured. In contact...
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    Call Centers Trends: CX, Digital Adoption and Automation

    The last few years have seen the customer service industry change in many ways. The pandemic has...
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    Managing Call Center Quality Assurance as Your Company Grows

    Monitoring call center quality assurance is essential for running a thriving call center. A call...
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    How BPOs Can Use Scorecards for Better Coaching

    BPOs, or business process outsourcers, face their fair share of challenges. The outsourcing...
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    Build Effective Call Center Quality Assurance Scorecards: 7 Tips

    The number one goal of a successful call center operation is tocreate a consistent customer...
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    How Text Analytics Works in Your Quality Assurance Framework

    Establishing a solid and loyal customer base is the ultimate goal of any call center operation....
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    How to Build a QA Form for Call Center Monitoring

    When you consider the value consumers place on customer service, it's easy to see why call quality...
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    How to Improve Call Center Productivity: 5 Essential Tips

    Positive customer experiences are a direct outcome of strong call center productivity. By staying...
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