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    understanding customer journey in calls

    Understanding the Call Center Customer Journey

    The best call centers put themselves into the minds of their customers. They take the time to learn who their audience is, what they want, how they prefer to communicate, and what...
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    agent skill strengths and gaps

    12 Call Center Agent Strengths and Weaknesses

    Agents are the heart of any call center. They're your first line of contact with your customers,...
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    reduce survey fatigue, get feedback

    7 Tips to Reduce Customer Survey Fatigue & Still Get Feedback

    Do your customers love your product and service? What do they think about your brand, staff, and...
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    understanding aht in contact centers

    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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    delight customers with empathetic service

    Call Center Customer Service Tips: Delight Customers with Empathy

    The goal of every organization should be to keep customers happy. It’s the definition of quality...
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    enhancing cx through contact crm

    Call Center Customer Relationship Management and Customer Experience

    Today’s companies rely heavily on customer relationship management strategies to stay competitive...
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    text analytics for call centers

    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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    designing strong customer service scorecards

    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 software guide

    Call Center Training Software: The Guide

    Practical employee training is one of the more essential long-term investments you can make in your...
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    call center customer service guide

    Customer Service as a Differentiator: The Call Center Guide

    If you are struggling to differentiate your brand, what is one of the most important number one...
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