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    How to Calculate the ROI of the Customer Experience

    Your customers are happy. Congratulations! You rank well on your Customer Satisfaction Score (CSAT) and Net Promoter Score (NPS). But what does that actually mean? How does it...
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    Quality Assurance for Healthcare Contact Centers

    As we all know, Quality Assurance is an essential part of any industry. From building cars to...
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    How To Measure Emotive Customer Experience in Call Centers

    Forrester recently reported that in 17 out of 18 industries, customers areinfluenced more by how...
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    How to Improve Call Center Customer Experience: 7 Steps

    A customer's experience (CX) when contacting a company’s call center can be the differentiator...
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    How to Give Call Center Quality Feedback That Works

    Feedback is something that many people dread receiving and giving. For some reason, we believe that...
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    Gap Analysis for Individual Training in the Call Center

    A call center is a dynamic organization - always growing, always improving - for the benefit of the...
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    How QA Scorecards Create Stronger Regulatory Compliance

    Contact center regulatory compliance impacts every aspect of your business. The fact is that...
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    27 Questions to Ask Before Buying Call Center QA Software

    Selecting the right call center quality assurance software isn’t easy. It can be downright...
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    How to Create a QA Framework for Your Call Center

    This is Blog #1 in our Contact Center Quality Assurance Framework Series. Contact centers are...
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    How to Analyze QA Data to Improve Call Center Outcomes

    The value of big data lies in how you analyze it. Gathering and analyzing structured and...
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