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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 industry standards—spreadsheets and scorecards. If you work in a quality assurance...
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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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    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...
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    Getting Results with Call Center Surveys

    For honest feedback, there is no better source than the customer. Listening to the Voice of the...
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    Tackling Call Avoidance in Call Centers

    Call avoidance is a common problem in the contact center world and, if we’re being honest, an...
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    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...
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    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...
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    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...
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