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    8 Ways to Get Honest Call Center Customer Feedback + How to Act On It

    Getting customer feedback can be challenging, but it’s essential for call center quality assurance. Trickier yet is making sure that it is honest and actionable.
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    Delight & Sell: How Call Centers Become Revenue Generators

    While delivering top-quality customer service is the primary focus for call centers, many...
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    How to Keep Your Call Center Compliant For Remote Work

    Regulatory breaches can expose an organization to significant financial and reputational damage, so...
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    What is Bad Customer Service and How Do You Spot It?

    Do you think your call center is offering the best service it possibly can? Think before you...
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    6 Human-Centric Ways to Improve Call Center Agent Productivity

    Traditional call center targets can be strong productivity drivers. However, to really improve...
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    Spreadsheets vs Scorecards. Which One to Choose for Your Business?

    When it comes to carrying out quality assurance for your business, two main tools have become...
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    What is Your DSAT Score and How to Improve it

    DSAT, the evil twin of CSAT, is another useful contact center metric. It may not feature in the...
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    The Magic Number, Getting Call Center Staffing Right

    An effective staffing strategy can serve as the foundation for a successful contact center, keeping...
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    How to Create Great Call Center Assessments

    With customer expectations growing, demand surging, and technology evolving, the scope of call...
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    A Definitive List of the 11 Best Customer Service Books

    Excellent service is foundational to the success of a call center and while books may not be your...
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