Blog

How to Build an Ideal Call Center Quality Monitoring Scorecard?

Apr 29, 2020 Jim Iyoob How to Build an Ideal Call Center Quality Monitoring Scorecard?

It’s crucial for call centers and QA managers to understand the Importance of using a call center QA scorecard. With a successful call center monitoring…

Learn More...

Project Management: Backbone of Call Center

Feb 19, 2020 Jim Iyoob Project Management: Backbone of Call Center

Project management is the backbone of businesses. Managers are responsible for more than just managing people. To add to the need for managing regular business…

Learn More...

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…

Learn More...

Artificial Intelligence Benefits in Call Centers Worldwide

May 10, 2018 Jim Iyoob Artificial Intelligence Benefits in Call Centers Worldwide

Many of today’s adults remember a time when artificial intelligence was something mentioned only in relation to science fiction. Such mentions frequently involved futuristic self-driving…

Learn More...

Protect Your Contact Center Team from a Space Shuttle Columbia Like Disaster

Mar 16, 2018 Kaylene Eckels Protect Your Contact Center Team from a Space Shuttle Columbia Like Disaster

In 2003, the space shuttle, Columbia, disintegrated over East Texas and Louisiana, when it attempted to reenter the Earth’s atmosphere. Sadly, all seven astronauts aboard…

Learn More...

Understanding Online Consumer Behavior Is Essential to a Successful Business

Dec 26, 2017 Jim Iyoob Understanding Online Consumer Behavior Is Essential to a Successful Business

Among the myriad of essential business processes, fully comprehending consumer behavior can be uniquely challenging. While things like budgeting and keeping track of inventory can…

Learn More...

Could an Intelligent Quality Monitoring System Restructure Your Process and Optimize Your Product?

Nov 14, 2017 Jim Iyoob Could an Intelligent Quality Monitoring System Restructure Your Process and Optimize Your Product?

Spreadsheets are the traditional method of maintaining data in a call center. However, inconvenient issues can arise when supervisors need to transfer data from a…

Learn More...

Today’s Shoppers Expect Great Customer Service No Matter Where They Shop

Oct 31, 2017 Jim Iyoob Today’s Shoppers Expect Great Customer Service No Matter Where They Shop

With a brick and mortar store, you have a team full of customer service specialists available to help your customers at any moment. For catalog…

Learn More...

Improving the Customer Experience in Your Call Center Means Looking at the Whole Picture

Oct 10, 2017 Jim Iyoob Improving the Customer Experience in Your Call Center Means Looking at the Whole Picture

Quality assurance in the call center is a critical piece to success. It can help to improve each customer experience, improve efficiency and give productivity…

Learn More...

Empowering Agents with the Right Tools

Sep 07, 2017 Amit Kachhawa Empowering Agents with the Right Tools

Empowering your agents is a continuous process of providing them comprehensive training, resources, motivation, encouragement and the right tools. This practice shows your agents you…

Learn More...