Welcome to our Blog

    Call Center Metrics, Platforms and News

    Subscribe Now
    Filter By
    how get call center staffing right

    The Magic Number, Getting Call Center Staffing Right

    An effective staffing strategy can serve as the foundation for a successful contact center, keeping customers happy and agents engaged. However, it can be a difficult balancing...
    Read more
    create great call center assessments

    How to Create Great Call Center Assessments

    With customer expectations growing, demand surging, and technology evolving, the scope of call...
    Read more
    11 best customer service books

    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...
    Read more
    new call center training strategies

    The 7 New Call Center Training Strategies You Need to Know

    Call center training is an ever-evolving challenge for industry leaders. Agents are tasked with...
    Read more
    getting results with call center surveys

    Getting Results with Call Center Surveys

    For honest feedback, there is no better source than the customer. Listening to the Voice of the...
    Read more
    tackling call avoidance in call centers

    Tackling Call Avoidance in Call Centers

    Call avoidance is a common problem in the contact center world and, if we’re being honest, an...
    Read more
    what to say instead of saying sorry

    What To Say Instead of Saying Sorry in Call Center

    In a call center environment, sorry is the default setting. It’s only natural that agents will...
    Read more
    what is call abandonment rate and why does it matter

    What is Call Abandonment Rate and Why Does It Matter?

    Call abandonment rate refers to the percentage of customers who hang up before they are connected...
    Read more
    simple steps for customer service motivation

    Customer Service Motivation Made Easy: 7 Simple Steps

    Anyone who has worked in a customer service environment knows that it can be stressful, and keeping...
    Read more
    11 customer service evaluation metrics

    Customer Service Evaluation: 11 Metrics to Monitor

    A successful contact center requires constant evaluation to ensure that all agents are working to...
    Read more