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    How to Design and Build an Effective QA Scorecard

    Every call center has a different mission. Most fall into two categories, those that are focused on sales or lead generation, and those that are focused on customer service and...
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    Soft Skills Predict Performance of Call Center Duties

    Staff turnover is costly for any call center. Several recent studies have shown that most call...
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    Award: Scorebuddy - Best Contact Center Software 2018

    Scorebuddy is delighted to announce that they have been voted “Best Contact Center Technology” in...
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    How Scorebuddy Improved Quality Assurance for Permanent TSB

    One of Scorebuddy’s premiere clients, permanent tsb Group, is a leading financial services provider...
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    How Scorebuddy Improved CX for HR Solution Provider

    A leading human resource and payroll solution provider recently sought expertise from Scorebuddy to...
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    How to Correlate Internal QA Scores With Customer Sentiment | US ScorebuddyQA

    This blog series began with “How Call Center QA Improves NPS and Customer Experience,” continued...
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    Call Center Agent Engagement and Your Company's Mission

    “Why does my job matter?” Every employee asks that question at some point or another, often during...
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    Evolving a Strategic Call Center QA Framework

    There are no shortage of reasons why call center quality assurance is a necessity, and improving...
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    Tips for Designing Call Center Agent Incentive Programs

    Working as a call center agent can seem like a tedious, thankless job. In some cases, agents spend...
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    How to Leveraging QA Team Effectively

    Managing hundreds or even thousands of calls a day is routine for most call centers, especially...
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