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    David McGeough

    David McGeough

    David is responsible for all aspects of the marketing plan to support business growth. Over 20 years experience as a marketing and IT executive. Focus on new market penetration, lead generation and lower customer acquisition costs. Previous experience includes senior marketing roles with the likes of Wrike, New Relic and Citrix.

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    How to Start a Call Center QA Program in 12 Steps

    Customer satisfaction has never been more important—95% of contact center professionals view it as the most important call center metric. To maintain high CSAT scores, you must...
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    Call Center Workforce Management: 10 Proven Best Practices

    Running a call center is a constant balancing act—matching customer demand with agent availability,...
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    13 Crucial Outbound Call Center Metrics + How to Boost Them

    Call centers collect tons of data—and they generate even more. Tracking outbound call center...
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    This is What QA Means in BPO: Benefits, Best Practices + More

    What does QA mean in BPO? QA in BPO ensures your customer support services consistently meet the...
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    11 Quality Parameters in BPO + How to Improve Them

    We’re all familiar with common call center KPIs (CSAT, AHT, etc.), but the most important quality...
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    16 Essential Inbound Call Center Metrics + How to Improve Them

    Inbound contact centers are amassing more data now than ever before. On average, they take about ...
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    How to Choose the Right Cloud Contact Center Solution: 10 Tips

    90% of companies see cloud technology as essential for driving growth and staying competitive....
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    The 8 Most Important Call Center Compliance Trends for 2025

    It’s a new year and there are a number of call center compliance trends on the horizon that we need...
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    12 Big Call Center Coaching Challenges + How to Overcome Them

    Coaching isn’t just critical for agents—it affects the customer experience, operational efficiency,...
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    How to Do Call Center Compliance Training: 12 Tips

    Call center agents are faced with a lot of responsibilities on a daily basis. Not only are they the...
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