Agent scorecard

You’ve been there. You sit down with an agent for a coaching session. You cover the call, share some feedback, maybe set a goal or two. A week later? Same issues. Nothing sticks. Yo...

“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...