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 tools and technology has come a long way since those IVR call routings. Even though it is still very much in use, call centres focus on improving their technological assets. ...