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Effective Use of Contact Center Quality Monitoring Metrics: Which Should You Focus on Now?

Jun 30, 2020 Jim Iyoob Effective Use of Contact Center Quality Monitoring Metrics: Which Should You Focus on Now?

Whether you’ve utilized a contact center for your business needs, contacted one as a customer, or worked as a contact center team member, you have…

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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…

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The Top 5 Contact Center Trends for 2019

May 01, 2019 Shawndra Tobias The Top 5 Contact Center Trends for 2019

Contacting a company in the hopes of resolving an issue only to receive less-than-impressive service is likely a scenario you’ve personally encountered at least once…

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3 Principles of Quality Monitoring

Apr 25, 2018 Jim Iyoob 3 Principles of Quality Monitoring

In the competitive marketplace today, your business is exactly what your customers say it is. The internet, and social media in particular, give voice to…

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5 Things You Can Do to Become a Great Leader in the Contact Center

Jan 22, 2018 Jim Iyoob 5 Things You Can Do to Become a Great Leader in the Contact Center

Great leaders aren’t born that way, and most dedicate their lives to learning, applying and mastering leadership skills. When it comes to being a leader…

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The Multi-Channel Contact Center: More than Just Incoming Calls

Sep 15, 2017 Patrick Reynolds The Multi-Channel Contact Center: More than Just Incoming Calls

Customers have a variety of ways in which they can communicate with businesses and organizations today, and it is no longer appropriate to handle all…

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CALL CENTER METRICS: What are they and how do we measure them?

Aug 02, 2017 Matt Rocco CALL CENTER METRICS: What are they and how do we measure them?

In the Call Center or Contact center world, there are a number of details that we monitor that help us to know how we’re doing. …

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Continuous Process Improvement: A Part of a Call Center’s DNA

Jun 26, 2017 Jim Iyoob Continuous Process Improvement: A Part of a Call Center’s DNA

No matter what industry your call center is in continuous process improvement, a method of continually redesigning business protocols for increased efficiency is a vital…

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Why Do Leaders Require Vision to Drive Success?

Jun 02, 2017 Matt Rocco Why Do Leaders Require Vision to Drive Success?

Have you ever noticed how the word “boss” is often used in a negative context? Very rarely do people use the word in praise; rather,…

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How to Find Effective Leaders

May 19, 2017 Shawndra Tobias How to Find Effective Leaders

While it’s great to have effective leaders now, call centers should be sure they’re looking toward the future for their next equally effective leaders. As…

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