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    reviewing contact center performance reports

    How to Analyze Contact Center Quality Monitoring Reports

    Are your customers happy with your service? Are your call center agents doing their jobs and meeting business goals? Is your call center as efficient, productive, and performing...
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    customer experience through text analysis

    Types of Text Analytics: How They Improve Customer Experience

    Your contact center has a massive amount of unstructured text. From Tweets to Facebook comments, ...
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    understanding aht in contact centers

    Contact Center Average Handle Time (AHT): Is it Important?

    What makes a good customer experience? Is it the same as what makes a productive call center?...
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    text analytics reveals actionable insights

    Actionable Insights from Contact Center Data: AI Text Analytics

    Spare time is not a luxury many companies have. Most contact centers are overwhelmed with work and...
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    scorecards enhance call quality assurance

    How to Use Agent Scorecards for Call Center Quality Assurance

    Customers have so many choices and can easily switch to another company, leaving businesses and...
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    implement an effective call center quality assurance program

    How to Implement an Effective Call Center Quality Assurance Program

    Every customer service contact center has the same message for callers: “For quality and training...
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    text analytics for call centers

    Text Analytics for Call Centers: A Rich Source of Customer Insight

    Customers expect better support than ever before—no matter the channel they use to contact you....
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    designing strong customer service scorecards

    How to Build a Great Customer Service Scorecard

    Nothing is more important than providing excellent customer service as a contact center. After all,
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    train using repeat call analysis

    Call Center Training Using Repeat Call and Root Cause Analysis

    When a customer contacts your call center, they are typically upset and looking for a solution to...
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    15 service script guidelines that work

    15 Call Center And Customer Service Script Best Practices

    Every call center manager knows that when agents start out, they need a script to follow when...
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