August 15, 2021
Scorecard Template: Improve CX With a Call Center Scorecard

If you work in a call center, you know that providing the best customer service and support is vital. You already know that bad customer service can cost your company money. In fact, according to Accenture, poor customer service has resulted in company losses of $1.6 trillion in the United States alone. Tracking and grading customer […]

Read More
June 27, 2021
10 Customer Service Phone Etiquette Tips to Keep Callers Happy

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, […]

Read More
June 6, 2021
Call Center Call Calibration - The Complete Guide

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 […]

Read More
March 11, 2020
8 Customer Service Metrics That Will Improve Your Bottom Line

Measuring Customer Service Performance Alright, so you’re responsible for customer service in the call center. You’ve moved up the company ladder and upper management has placed their faith in you. You’ve got a lot on your plate – managing quality assurance via call recording and monitoring. You’re hiring and training new agents all the time. […]

Read More