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    Types of Text Analytics: How They Improve Customer Experience

    Your contact center has a massive amount of unstructured text. From Tweets to Facebook comments, emails, live chats, call transcripts and help tickets, there is much text data to...
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    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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    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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    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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    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: 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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    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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    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 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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    Why on Earth Should You Let an Agent Self-Score?

    The Importance of Agent Self-Scoring to Boost Call Scores and Engagement How do your call center...
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