Agent scorecard

“Coaching is unlocking a person’s potential to maximize their growth.” - John Whitmore. Everyone needs a coach. It doesn’t matter whether it’s a sportsperson, student, business owner or e...

“That was a good call… right?” If you’ve ever said that after a review, you’re not alone. It sounded okay. The agent followed the script. But the tone felt cold. The hold time dragged....

Let’s face this: You are planning to buy your dream home. While searching online, you find a real estate website, and you decide to give them a call. The real estate agent on the other...

In today’s fast-changing business world, customers expect top-notch service, and call centers are at the forefront of meeting those expectations. The competition to impress customers and ...

Call center agents are at the heart of every customer experience. But managing performance at scale? That’s where things get tricky. According to a McKinsey study, companies that use data...