Scorebuddy Blog

Call Centers Trends lie in CX, Digital Adoption and Automation

Scorebuddy — Wed, 30 Mar 2022 08:19:00 GMT

The last few years have seen the customer service industry change in many ways. The pandemic has driven an evolution in our ways of working, adoption of digital transformation is everywhere, and the bar is higher than ever for good customer service experiences. What can we expect to see next?

7 Creative Ways to Recognize Contact Center Agents

Scorebuddy — Wed, 23 Mar 2022 13:30:00 GMT

There is no doubt that call center agents have demanding jobs. From handling angry customers to answering many questions, to following complicated processes, agents face no shortage of day-to-day challenges.

The AHT: Why Understanding Average Handling Time is Your Secret Weapon

Scorebuddy — Wed, 16 Mar 2022 10:32:00 GMT

Call center productivity and success depends on excellent customer service. When customers call, it generally means there is an urgent situation that requires a quick answer. This is why it is vital to have efficient call center practices in place that make each customer interaction both fast and productive. Agents must provide a positive experience for the customer from start to finish, with resolution as the end goal. One way to do this is by understanding one of the key metrics in a call center quality assurance plan, the call center’s secret weapon to success: understanding, and lowering, your Average Handling Time (AHT).

6 reasons why a purpose-built quality assurance solution will make your life easier

Scorebuddy — Mon, 14 Mar 2022 14:00:00 GMT

Quality monitoring, absenteeism, poor morale and staffing issues are all much more difficult to get right if you have poor quality assurance infrastructure, so it pays to choose the right quality assurance software for your contact center.

How to Deal with Angry Customers: A Call Center Guide

Scorebuddy — Wed, 09 Mar 2022 14:00:00 GMT

Dealing with angry customers is something that even the best call center teams have to navigate. It may not be the most comfortable situation to handle. But there are benefits to dealing with unhappy customers, and valuable lessons that will benefit your call center for the long term.

4 Questions to Ask About Your Contact Center QA Solution

Scorebuddy — Mon, 07 Mar 2022 11:00:00 GMT

Quality assurance is essential for running a successful contact center but not all quality assurance software is the same. Many contact center systems include a built-in QA solution, but how effective is software that is frequently sold as an add-on, bundled in with the contact center system?

Best Practices for Contact Center QA success

Scorebuddy — Wed, 02 Mar 2022 11:00:00 GMT

Call center agents have incredibly busy workdays. In fact, one agent can easily take up to 50 calls a day. Since 90% of customers prefer to speak with a live agent over sending an email or text message, agents are constantly interacting with new and potential customers with a range of needs. With such an influx of calls and communication, how can call center managers ensure each of their agents is upholding an excellent level of service? A call center quality assurance program is key to providing a better experience to employees and customers alike.

Managing call center quality assurance as your company grows

Scorebuddy — Mon, 28 Feb 2022 11:15:00 GMT

Monitoring call center quality assurance is an essential part of running a successful call center. A call center quality assurance solution gives managers the flexibility and range to review, analyze and understand their call center operations, conduct quality monitoring, improve their effectiveness and identify areas where agents can improve.

How BPOs can use Scorecards for better coaching

Scorebuddy — Wed, 23 Feb 2022 10:00:00 GMT

BPOs, or business process outsourcers, face their fair share of challenges. The outsourcing industry is fast-paced and highly nuanced. It requires outsourcers and their teams to be organized. Many outsourcers are managing numerous calls per week, all with each client’s own brand voice, language, and business jargon. It can be a lot to handle. How can BPOs manage their agents and make sure they are following compliance and customer service protocols efficiently for every client?

3 Call Center Compliance Pitfalls and How to Avoid Them

Scorebuddy — Wed, 16 Feb 2022 11:30:00 GMT

When it comes to building relationships with customers, call centers are key. These centers are the very first impression that customers have of your business. They are also where loyalties are born. Nearly 77% of customers say that outstanding customer service is the key to repeat business. Every interaction, from greetings to complaints, to resolutions, plays a crucial role in company success.