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Call Center Quality Monitoring Scores: The Good and The Bad

The QA score is at the heart of evaluating the customer's experience. But are numerical QA scores helping or hindering agent performance?

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Contact Center Schedule Adherence - The Policy

Adhering to schedules is essential to delivering consistent service, meeting customer expectations, and equally distributing the workload am

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5 Proven Strategies for Effective Customer Service Training in the Digital Age

Customer service training is more crucial than ever. Explore 5 proven strategies that will help create a team of customer service superstars

4 min read

Is Your Call Center Quality Assurance Scorecard Aligned with Customer Expectations?

Explore why it is essential to keep your scorecard current and how doing so can help minimize or eliminate behaviors that no longer contribu