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Agent Evaluation and Coaching

Why QA is important
Agent Evaluation and Coaching

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...
Call center evaluation form
Agent Evaluation and Coaching

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...
Contact Center Agents
Agent Evaluation and Coaching

Nov 15, 2024

10 min read

What is a Contact Center Agent? ...

Did you know that 74% of consumers are at least somewhat likely to buy based on experiences alone.  Therefore, businesses need to deliver exceptional customer service to their customers. ...
cold calling scripts
Agent Evaluation and Coaching

Jul 31, 2024

10 min read

Cold Calling Script – 13 B...

Did you know that the average salesperson makes 52 calls per day?  However, some reports revealed that call center agents make about 100 calls a day.  If you are also a customer servic...
Evaluate agent performance
Agent Evaluation and Coaching

May 8, 2024

10 min read

How to Evaluate Agent Performanc...

According to HubSpot, “About 68% of customers are willing to pay more for products and services that are known for offering excellent customer service experiences.  And it’s your call cen...
Customer service training
Agent Evaluation and Coaching

Oct 17, 2023

14 min read

Customer Service Training: Compl...

Most support teams move fast. New hires are on the phones in a few days. Managers focus on KPIs, schedules, and customer complaints. Training often gets rushed or skipped. But customers d...
Call quality
Agent Evaluation and Coaching

Sep 21, 2023

8 min read

What Is Call Quality and How Do ...

Call quality – it's not just a technical term; it's your secret weapon in the battle for customer satisfaction and loyalty.  You can understand the importance of quality customer service ...
Calling script
Agent Evaluation and Coaching

Aug 24, 2023

18 min read

31 Effective Call Center Scripts...

Ever been on a call that felt robotic and scripted? You’re not alone!  78% of customers think their experience is better when a customer service agent doesn’t sound like they’re readin...
Call center Agent training
Agent Evaluation and Coaching

May 25, 2023

10 min read

Comprehensive Guide of Call Cent...

Training doesn’t fix poor performance—targeted training does. We get it—your agents want to perform better, but they need direction that aligns with real call expectations. That’s wher...
Call center skills
Agent Evaluation and Coaching

Mar 28, 2023

15 min read

17 Must Have Call Center Skills ...

74% of customers say just one bad experience is enough to make them switch brands.  In 2025, every customer call is a chance to win or lose loyalty. That’s why today’s agents need more th...
Call center coaching
Agent Evaluation and Coaching

Mar 8, 2023

10 min read

What is Call Center Coaching? Ti...

Is your traditional coaching failing? Still stuck in the “let’s talk about your calls for an hour” era? No wonder your agents are zoning out. Modern call center coaching isn’t about ma...

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