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Why Call Center Quality Assurance Is So Important
Whether your call center is in-house or outsourced, with 4 agents or 400, a thorough and repeatable quality assurance (QA)…
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Using Call Centers to Build Stronger Customer Rela...
A key—and often overlooked strategy—to developing these relationships is through your call center. Call centers aren’t just for solving customer…
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The Importance of Call Center Etiquette
If you’ve ever had a negative customer service experience, this illustration probably serves well to remind you why call center…
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Ideal Call Center Environment
Ideal Call Center Environment A company’s work environment isn’t just about air conditioning, water cooler chats, and table tennis. Employees,…
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Professionalism in BPO Industry
In the fast-paced and highly competitive world of Business Process Outsourcing (BPO), professionalism plays a crucial role in ensuring the…
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Top 5 Call Center Agent Performance Metrics
Top 5 Performance MetricsCall centers miss out on delivering great customer service without the right agent performance metrics. Call centers…
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15 Tips to Improve QA Score
So, we thought it would be helpful to share call center quality assurance tips for improving your QA Scores and…
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Top 20 First Contact Resolution Tips for Improving...
What is First Contact Resolution Definition? First Contact Resolution is a metric that measures a contact center’s ability for its…
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Improving First Call Resolution Rates
Most customers who call your business have already exhausted all other options. They’ve tried to resolve the issue themselves, looked…
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