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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
Spreadsheets for QA
Blog

Still Using Spreadsheets for Call Center QA?

If you work in a call center of almost any size, you’re almost certainly familiar with the use of spreadsheets. Raw data for every department can be captured and converted…
Read more Still Using Spreadsheets for Call Center QA?
Call Center Compliance Issues like walking off a cliff
Blog

Regulatory and Compliance Mistakes Can Cause Invisible Risk to Your Call Center

One of the more daunting challenges facing companies relying on call centers, as well as call center outsourcers, is consumer data protection, privacy and the protection of personally identifiable information.…
Read more Regulatory and Compliance Mistakes Can Cause Invisible Risk to Your Call Center
CCTR agents quality assurance a
Blog

What Quality Assurance Managers Wish Agents Knew About Monitoring

Call center monitoring can get a bad rap among customer service agents. It’s natural that agents might feel uncomfortable with calls being recorded and evaluated. But, while it’s always possible…
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Call Center Agent
Blog

H2H – The Human Touch in Call Centers is More Important Than Ever

Today’s companies rely heavily on customer relationship management initiatives in order to improve customer experiences and loyalty. One of the most important elements of establishing a loyal customer base along…
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Are Your Call Center Agents Going the Extra Mile?

If you ask your call center agents what their goals are, you will get different answers. Some might say “answering the phone quickly.” Others might say “making more calls than…
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New Features Release
New Features Update

New Features: May 2017

In this, our latest release (#5.5) we have introduced a couple of new features as well as developed existing features. New Features New Custom Field Type Root Causes Reporting Time…
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Call Center Quality Assurance
Blog

What Call Center Agents Wish That Managers Knew About Monitoring

Many call centers have a love/hate relationship with quality assurance monitoring: Management loves it but agents can hate it. Management has a legitimate interest in monitoring the quality of service…
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call center quality management with binoculars
Blog

How Can Call Center Quality Management Predict Brand Success?

We can all agree that brand recognition and success are elusive and hard to achieve. But there are ways of increasing brand value that are so simple that after businesses…
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call center quality assurance
Blog

Do You Know the Best Way to Measure Call Center Quality?

If you are a call center or quality assurance manager, then you likely use metrics to measure your agents' performance. Traditional call center analytics examine adherence and operational efficiency. Most…
Read more Do You Know the Best Way to Measure Call Center Quality?
replace spreadsheets with dashboards
Blog

How Scorebuddy Call Center QA Helps One of the World’s Largest Airlines

Ever heard of Ryanair? This innovative airline is making waves in the E.U. and around the region. An accessible and affordable Ryanair flight is a great way to roll over…
Read more How Scorebuddy Call Center QA Helps One of the World’s Largest Airlines
Blog

Why Scorecards Are A Call Center QA Manager’s Secret Sauce

If you are responsible for Quality Assurance for call center customer engagements, you are always under pressure to deliver results. The critical factor in call center QA is still the…
Read more Why Scorecards Are A Call Center QA Manager’s Secret Sauce
Survey Tips Image
Blog

Avoid Survey Fatigue

Customer satisfaction surveys are the best way for businesses large and small to find out how customers really feel about products, services, and the shopping experience. But, unfortunately, not all…
Read more Avoid Survey Fatigue

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