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    Measuring Emotional Intelligence in Customer Service Agents

    According to a recent Forrester report, how a customer feels about a product is more important than its effectivenessForrester report. Because customers are generally led by their...
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    Soft Skills Training 101: How to Develop Soft Skills in Customer Service

    Soft skills are one of the foremost predictors of call center performance and agent success. In...
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    Hiring for Customer Service Soft Skills & Emotional Intelligence

    To be successful in a call center, agents must be able to deal with a high volume of angry,...
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    10 Call Center Training Games To Boost Employee Engagement

    Only 13% of employees worldwide are engaged, according to a Gallup poll. And that’s a problem....
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    Live Chat Quality Assurance Best Practices

    Today’s customers are not as enthusiastic about phone calls as previous generations. While...
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    How QA Scorecards Create Stronger Regulatory Compliance

    Contact center regulatory compliance impacts every aspect of your business. The fact is that...
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    7 Reasons Why a Call Center Quality Scorecard Template is a Bad Idea

    People forget that spreadsheets were developed as computerized replacements of paper accounting...
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    Guide to Creating an Effective Omnichannel Customer Experience

    An effective omnichannel customer experience is more critical than ever. Is your brand ready to...
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    27 Questions to Ask Before Buying Call Center QA Software

    Selecting the right call center quality assurance software isn’t easy. It can be downright...
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    Improve Customer Experience with Emotional Intelligence in the Contact Center

    The path to success is paved with quality customer experiences. Arguably, it’s the best way to...
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