Business Insights

Call Center business insights and actionable solutions to improve customer experience, sales, operations, employee engagement

How to handle an irate customer in a call center?

5 Proven Steps to Handle an Irate Customer There’s no way of telling what type of customer you are going…

3 months ago

How to improve call center NPS

Helpful insights on how to improve call center net promoter scores (NPS)

3 months ago

Our QA scores and CSAT/NPS scores are not aligned

How to align Call Center Scores like CSAT, NPS, and QA for the best customer experiences

3 months ago

ProSource, OutSource or Internal Call Center QA Team?

So … how do you make sure that your agents are providing a fantastic customer experience every time they interact…

4 months ago

20 Call Center Quality Assurance Needs – the Big Picture

20 Call Center QA Needs for a successful Quality Program

4 months ago

Insurance Collections Bureau

With no previous quality assurance programme or training in place, ICB were keen to develop a standardised approach to measure…

4 months ago

Why Quality Monitoring is Important for your Call Center?

This Contact Center Quality White Paper will examine Why Call Center Quality Monitoring is important to Customer Experience, Sales, Business…

4 months ago

Best Practices in the Utility Industry

Over the last few years, we have conducted several iterations of independent research to identify the best performing Utility Companies…

4 months ago

Customer Service Empathy Training to effectively support vulnerable customers

Vulnerable Customer training is an area we’re passionate about as it has a real impact on the level of service…

4 months ago

Samsung Call Center Quality Case Study

With both call centers outsourced to third parties, Samsung needed a partnership approach, where all parties would work together to…

4 months ago

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