Welcome to our Blog

    Call Center Metrics, Platforms and News

    Subscribe Now
    Filter By
    7 ways to fix contact center customer service

    Why Your Contact Center May Lack Customer Service + 7 Ways to Fix It

    Excellent customer service has always been a key component of any successful contact center and, with customer expectations continuing to grow, this is truer than ever before. Bad...
    Read more
    what is after-call work (acw)

    What is After-Call Work (ACW) and How to Improve It

    Interacting with customers is a vital part of a call center agent’s job. But phone calls are only...
    Read more
    call center management complete guide

    The Complete Guide to Call Center Management: 7 Best Practices

    Call center management comes with its own unique set of challenges—high agent turnover, wildly...
    Read more
    call center contest ideas for boosting morale

    20 Call Center Contest Ideas for Boosting Morale

    While most of us like our jobs at contact centers, the days can rapidly become routine!...
    Read more
    go above and beyond as a service team leader

    How to Go Above and Beyond as a Service Team Leader

    Leadership in any role is tough. In fact, 77% of organizations struggle to find effective leaders....
    Read more
    best customer service empathy statements

    Best Customer Service Empathy Statements: 35+ Examples

    Putting yourself in your customer’s shoes isn’t always easy, especially if they are frustrated. ...
    Read more
    getting your quality assurance report right

    Getting Your Quality Assurance Report Right

    Information is power. Today, you can access any information you want with the click of a mouse and...
    Read more
    guide on probing questions in customer service

    The Complete Guide on Probing Questions in Customer Service

    Customers do not always get to the heart of their problem in contact with customer service agents....
    Read more

    Leveraging Customer Obsession to Drive Business

    Call centers are driven by customer obsession. Everything we do, from onboarding to agent coaching,...
    Read more
    ivr payments and how they can improve your business

    IVR Payments and How They Can Improve Your Business

    Dealing with billing issues can be a major call center customer service hurdle, even for the most...
    Read more