How “This Call Is Being Re...
This call is being recorded for quality assurance. You hear that line all the time. It was initially there only for legal reasons. Companies needed proof of what was said. Today, that ...
Call Center Quality Management
Jul 18, 2025
13 min read
How to Monitor Call Center Perfo...
How to Monitor Call Center Performance in 2025 Today’s contact centers are fast, digital, and under pressure to deliver stellar service. Monitoring performance isn’t about spying or m...
Jul 10, 2025
13 min read
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...
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 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 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 ...
Feb 18, 2025
13 min read
What is an Outbound Call Center?...
You are in a fast-paced world. Your customers expect fast answers and genuine connections. If you want to expand your market reach and accelerate sales cycles, outbound call centers are ...
Jan 30, 2025
11 min read
Dead Air in Customer Service: Wh...
Ever been on a call and suddenly heard nothing but silence? In customer service, this silent moment is called "dead air." For call centers and customer service teams, dead air represe...
Dec 26, 2024
9 min read
What is Call Barging in a Call C...
Handling challenging customer interactions while keeping agents motivated is a constant uphill battle for call centers. The stakes are high, with 73% of customers saying a single poor ex...
Oct 28, 2024
9 min read
Maximizing ROI from QA Programs:...
Running a contact center is a challenge. You’re managing agent performance, handling customer complaints, and ensuring smooth operations—all while trying to control costs. Maybe you'...
Oct 16, 2024
13 min read
Call Center Management: Definiti...
If you’re part of the call center industry by any means, you’re well aware that managing a call center is no small feat. The complexities of ensuring that every customer has a seamless e...
Oct 9, 2024
14 min read
Call Center Automated QA: Proces...
It’s 2025. You wouldn’t manually scan every single email for spam. Neither would you check every payment by hand. So why are you still auditing calls like it was 1995? Manual QA...
Aug 29, 2024
9 min read
100+ Call Monitoring Parameters ...
Want to provide exceptional support, improve customer experience, and boost brand reputation? If yes, it's crucial to understand how effectively your customer service representatives hand...
Jul 10, 2024
10 min read
Call Audits in Call Centers: A C...
Are you a call center manager looking to enhance the quality of your customer interactions? Today’s call centers face a myriad of challenges, from maintaining consistent service quality ...
Apr 18, 2024
9 min read
What is Contact Center Performan...
Providing top-notch customer service every single day isn't just a goal for your call center reps—it's a promise they keep. At the core of this commitment is contact center performance m...
Dec 14, 2023
7 min read
What is Call Analytics and How D...
Call analytics is a high-tech solution for many business tasks. It applies to call center operations, sales, and customer service. Below are some of the most important things you need to kno...
Oct 4, 2023
11 min read
Automated Quality Management: Ev...
Still stuck auditing 2% of your calls? You’re not alone. Call center quality management hasn’t changed much in the last decade. Most teams still rely on manual audits—listening to a h...
Jun 20, 2023
11 min read
Top 15 Call Center Quality Assur...
Did you know 74% of customers have switched brands because of poor customer service? That’s a huge risk for any business, especially in call centers, where every interaction counts. B...
Jun 16, 2023
7 min read
How to Manage Remote Call Center...
With the advancement in technology, the call center agents are not limited to office space. Call center agents have the luxury of working from anywhere because of high-speed internet avai...
May 15, 2023
10 min read
5 Ways to Boost Call Center Effi...
Things do not happen by chance. Call center efficiency is a compound result of focus, strategic delegation, and above all, an innate love for work. In a call center setup, an agent’s p...
Apr 17, 2023
11 min read
19 Call center Best Practices to...
A business will flourish only when your customers are satisfied with the product and services that you have to offer. Else your competition is always there to grab your dissatisfied custo...
Feb 3, 2023
12 min read
Call Center Quality Assurance: W...
We monitor 2% of calls and hope for the best. Sound familiar? That’s the reality for most QA teams today. Manual audits. Random sampling. Endless spreadsheets. And somehow, we’re...
