Blog

We live and breathe QA! We’re sharing our best insights in the hope that they’ll be of some use to you.

Blog

You can do better without spreadsheets

We spend a lot of our time talking to the business community about their quality management process and it turns out that nearly 48% of quality managers use spreadsheets to measure the quality of the customer service function (with 18.5% using paper!). This article looks at the issues surrounding the use of spreadsheets.

Read more You can do better without spreadsheets
New Features Update

New Features: December 2016

Yep, we can NOT stop developing! We have made improvements to the compliance module, the calibration module, the scorecards process, the supervisor view as well as the advanced reporting module.…
Read more New Features: December 2016
Blog

Anatomy of a good call part 4: The Future

DO YOU REMEMBER THE DISCOS THAT YOU USED TO GO TO WHEN YOU WERE 16? If you met somebody nice you would have asked for/given them your phone number right?…
Read more Anatomy of a good call part 4: The Future
Uncategorised

Scorebuddy voted “Best Contact Centre Technology”

Scorebuddy has been voted “Best Contact Centre Technology” in the Top 10 Contact Centre Technology Awards 2016 on callcentrehelper.com. Our customers are the root of our success so a BIG…
Read more Scorebuddy voted “Best Contact Centre Technology”
New Features Update

New look for Scorebuddy

USER GUIDES: YOUR NEW USER INTERFACE We have been working away in the background on a fresh new look for the user interface and so we thought that this was…
Read more New look for Scorebuddy
Uncategorised

Call Centre Solutions For Quality Monitoring

Quality monitoring customer service and performance over time is crucial for contact centres, especially outsourced or offshore centres who must report back to clients. Some of the options are cheap…
Read more Call Centre Solutions For Quality Monitoring
Blog

What is a Quality Monitoring Scorecard?

We talk to Call Centre Managers & QA Managers every day, and scorecards will come up in the conversation close to 9 times out of 10. Some Call Centres are already using them in some form or another, but there is a large enough percentage of customers that would be new to the concept.

Check out this overview of what you should be looking to have in your scorecards…

Read more What is a Quality Monitoring Scorecard?
Blog

Anatomy of a good call: Part 3. Measurement

Typically Call Centers measure calls handled, average handle time or first contact resolution. In the case of a sales team the number of sales closed is often tied to performance. These are all justified and important to track, however, how do you REALLY know that you are providing a quality service?

Read more Anatomy of a good call: Part 3. Measurement
Blog

Anatomy of a good call: Part 2. Best Practice

During their job interview your agents will have said that they are great communicators. You will have assessed their language skills, their ability to do the job technically, their levels of empathy and their general demeanour.

Read more Anatomy of a good call: Part 2. Best Practice
Blog

Anatomy of a good call: Part 1. Your Agents Brain

YOUR AGENTS ARE AMAZING! As you can see from the above illustration, every time they are on a call they are using their Frontal, Parietal & Temporal Lobes! Who’d have thunk…
Read more Anatomy of a good call: Part 1. Your Agents Brain
eBook

Best Practices in Call Center Quality Assessment

  • The business case for Quality Assessment in Call Centers.
  • Tips for Quality Assessment Plan and Construction.
  • Quality Assessment solutions and buying considerations, including a formula for calculating return on investment.
Read more Best Practices in Call Center Quality Assessment

Best Practices in Call Center Quality Assessment

  • The business case for Quality Assessment in Call Centers.
  • Tips for Quality Assessment Plan and Construction.
  • Quality Assessment solutions and buying considerations, including a formula for calculating return on investment.

First Name*

Last Name*

Company*

Email*

Job Title*

Number of Agents

New Features Update

Behold… A New Weighting Screen

Out with the old... in with the new A recent conversation with a customer of ours highlighted to us that weighting scorecards could become a little cumbersome. We thought of solution,…
Read more Behold… A New Weighting Screen

Start designing scorecards now! (Free 30-day trial)

It takes less than 30 seconds

No credit card required!

Yes, it IS worth the investment. You want proof? You got it:

ROI Calculator

or

Request a Tour