Posts by Curtis

Auto-QA, conversation intelligence, and speech analytics are three different things. Clear definitions, a comparison table, and how to tell which one you need.

How many calls should you review? The statistics on QA sampling: confidence intervals on agent scores, rare-event detection math, and what 2% can prove.

Customer service phone etiquette is vital for presenting your business in the best light. And it goes well beyond simply picking up the phone and saying 'Hello' with a smile on your face. In this article, we'll share everything you need to know about customer service phone etiquette - what it is, why it's important, […]

If you want your call center to provide the best possible service (and why wouldn’t you?), quality assurance is the best way to make that happen. QA is a very important component of customer satisfaction across industries. But, while some things are easy to rate, what do you do about more subjective things like customer […]

A practical call center coaching guide: a session template with talk tracks you can copy, four realistic coaching scenarios with example dialogue, how to pick which calls to coach from, and a weekly cadence that fits a real manager's calendar. Updated for 2026.

The 8 customer service metrics worth tracking: formulas, healthy ranges, how each one gets gamed, and what to change when the number goes bad. Updated for 2026.

Ninety-percent of today’s shoppers expect a seamless customer experience across multiple channels and devices. It’s no longer enough for businesses to provide chat, call, email, mobile, and in-store marketing initiatives. Today, all these things need to work together as one cohesive support ecosystem. A Harvard study of over 46,000 consumers found that omnichannel shoppers (those who use […]

The first call resolution formula with a worked example, what really counts as a resolution, why self-reported FCR is inflated, and how to fix a bad FCR number.

1876 March 10 First Phone Call Alexander Graham Bell made the first phone call on March 10, 1876. The first words spoken were to his assistant: “Watson - come here - I want to see you” 1950s Mid 1950's Computer-Based Call Answering In the mid-1950’s computer-based systems replaced the manual process of routing phone calls. […]

Marketers have gone through a vast array of material to brush up their knowledge on how to best communicate a brand’s value. They’ve spent thousands, sometimes even millions, on campaigns that build brand equity and drive conversions, and searched far and wide for the most effective methods to assess marketing strategies. Yet nobody worth believing […]