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5 Strategies for Effective Call Center Operational Performance

Aug 14, 2019 Kaylene Eckels 5 Strategies for Effective Call Center Operational Performance

Working in today’s call center is a demanding job. The simplest of transactions are now often handled via self-service tools, leaving more complex work left…

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Five Frequently Asked Questions About Using Call Monitoring to Improve Performance

Oct 18, 2017 Matt Rocco Five Frequently Asked Questions About Using Call Monitoring to Improve Performance

Ensuring that your agents are producing successful calls depends on much more than a thorough initial training. Quality management should be ongoing, involving regular training…

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How to Raise the Emotional Intelligence of Your Call Center Staff

May 24, 2017 Matt Rocco How to Raise the Emotional Intelligence of Your Call Center Staff

Emotional intelligence, or EQ, is the skill of being able to understand how others feel and using that information to influence how you can proactively…

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How to Use Call Center Performance Metrics to Achieve Success

Jun 29, 2016 Matt Rocco How to Use Call Center Performance Metrics to Achieve Success

Call center managers are charged with a tough job, because supporting customers means constant revision to your process, so you move with their needs and…

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