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    The Magic Number, Getting Call Center Staffing Right

    An effective staffing strategy can serve as the foundation for a successful contact center, keeping customers happy and agents engaged. However, it can be a difficult balancing...
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    How to Create Great Call Center Assessments

    With customer expectations growing, demand surging, and technology evolving, the scope of call...
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    Our 7 Favorite Customer Service Books

    There is no doubt that excellent customer service is essential to the contact center's success. So,...
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    The 7 New Call Center Training Strategies You Need to Know

    Call center training is an ever-evolving challenge for industry leaders. Agents are tasked with...
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    Getting Results with Call Center Surveys

    For honest feedback, there is no better source than the customer. Listening to the Voice of the...
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    Tackling Call Avoidance in Call Centers

    Call avoidance is a common problem in the contact center world and, if we’re being honest, an...
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    What To Say Instead of Saying Sorry in call center

    In a call center environment, sorry is the default setting. It’s only natural that agents will...
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    What is Call Abandonment Rate and Why Does It Matter?

    Call abandonment rate refers to the percentage of customers who hang up before they are connected...
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    Why Call Center Consumer Affairs Complaints Present an Opportunity

    In the age of social media, customers have a platform to vent their frustrations 24 hours a day,...
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    Customer Service Motivation Made Easy: 7 Simple Steps

    Anyone who has worked in a customer service environment knows that it can be stressful, and keeping...
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