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    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? There’s a lot of overlap, but some call centers place too much importance on call...
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    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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    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: 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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    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: The Guide

    Practical employee training is one of the more essential long-term investments you can make in your...
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    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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    How to Solve the Top Challenges Call Center QA Teams Face

    A thriving call center is a competitive advantage. It is a crucial differentiator for many...
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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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    Measuring Emotional Intelligence in Customer Service Agents

    According to a recent Forrester report, how a customer feels about a product is more important than...
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