What is a Mean Opinion Score (MOS)?
Call quality can make or break a customer’s support experience.
In today’s omnichannel world, phone calls still reign supreme for urgent support.
59% of customers rank a phone call as...
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Jul 4, 2025
10 min read
Why QA Is Important to Every Cal...
Inbound call centers are your brand’s frontline.
One bad call can lose you a customer, so nailing every interaction is a must.
Think about it: nearly 73% of customers say they’ve swi...
Jun 11, 2025
14 min read
What is Call Center RPM (Robotic...
Let’s face it - your agents are spending way too much time on stuff that’s pretty boring.
You know like, copying information between systems, updating customer records, or writing the sam...
Jun 4, 2025
9 min read
13 Proven Call Center Cost Reduc...
Did you know labor can eat up to 70% of a call center’s budget?
Wages, licenses, and compliance fees also rise each year.
Meanwhile, callers expect instant, friendly help around the c...
May 29, 2025
9 min read
Call Center Evaluation Forms for...
It’s 2025.
Your customers expect instant answers. Your agents juggle tools, tabs, and tough conversations.
And your call center evaluation form? It can’t still be stuck in 2015.
If...
May 22, 2025
12 min read
Your Essential Call Center Compl...
It’s Monday morning, your coffee’s still brewing, and suddenly your inbox blows up.
Not with sales leads or customer kudos - but with legal notices.
Turns out, your call center made a ...
May 15, 2025
13 min read
A Comprehensive Guide To Call Ce...
Ever hit “play,” heard a five-second silence, and thought, “Wait… what was that?”
That’s the pain of losing a loyal customer after one bad call.
In today's world, call centers are the ...
Apr 25, 2025
12 min read
What is Customer Sentiment Analy...
Ever had a “bad feeling” after a customer call?
Chances are, your customer felt it too.
70% of buying experiences are based on how customers feel they’re being treated.
That’s not j...
Apr 16, 2025
9 min read
How to Measure and Improve your ...
Your agents are taking hundreds of calls a week. But how do you know if they’re actually doing a good job?
Customer complaints don’t tell the whole story. Neither do CSAT scores. You need...
Apr 16, 2025
16 min read
What Is Call Sampling -Types, Ch...
“You can’t fix what you don’t hear.”
And let’s be honest—no one’s got the time (or patience) to review every call.
That’s where call sampling in QA steps in. It helps you monitor what ...
Mar 27, 2025
12 min read
What Is Call Routing and Why It ...
Have you ever dialed a customer support number and been instantly connected to the exact person you needed?
That’s the essence of call routing—a streamlined method that directs callers t...
Mar 25, 2025
11 min read
What is Customer Experience Mana...
Customers today have more options than ever. They research products in one place, buy them in another, and voice opinions everywhere.
In a world brimming with choices, you need to do mor...
