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    How to Handle Angry and Irate Customers in the Call Center

    Dealing with angry customers is something that even the best call center teams have to navigate. It may not be the most comfortable situation to handle. But there are benefits to...
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    4 Questions to Ask About Your Contact Center QA Solution

    Quality assurance is essential for running a thriving contact center, but not all quality assurance...
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    Best Practices for Contact Center QA success

    Call center agents have hectic workdays. One agent can easily take up to 50 calls a day. Since 90%...
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    Managing call center quality assurance as your company grows

    Monitoring call center quality assurance is essential for running a thriving call center. A call...
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    How BPOs can use Scorecards for better coaching

    BPOs, or business process outsourcers, face their fair share of challenges. The outsourcing...
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    3 Call Center Compliance Pitfalls and How to Avoid Them

    When it comes to building relationships with customers, call centers are key. These centers are the...
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    What to Add to your Quality Assurance Program

    You’ve decided to invest in a quality assurance (QA) program. This is fantastic news! By...
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    Why You Need AI for Call Center Management

    Call centers are collecting more data from consumers than ever before, and, in return, people...
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    How to Measure Call Quality Parameters with Quality Assurance Metrics

    Nothing will bring a business to its knees faster than bad customer service when it comes to...
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    Measuring KPIs to Improve Call Center Quality Assurance

    One thing is true when it comes to Key Performance Indicators (KPIs). When handled correctly, they...
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