If you’re managing a call center, you know that every phone call has useful information. But are you capturing and learning from those conversations? That’s where call analytics comes in. What Is Call Analytics? Call analytics means collecting and reviewing data from phone calls … Read more
Call centers run on conversations. But if you’re not tracking the right metrics, you’re only seeing part of the picture. To improve agent performance, customer experience, and business outcomes, you need to measure what actually matters. Here’s a breakdown of the key call metrics … Read more
If you’re still relying on call recordings and manual reviews to understand what’s happening on customer calls, you’re missing the bigger picture. In 2025, AI-powered call analytics tools are not just nice to have. They are essential. They help you capture insights from every … Read more
AI-driven call analytics can help support teams understand customer behavior, identify service gaps, and improve how agents handle conversations. Here’s how it makes a difference in real-day-to-day operations. 1. Find common customer issues faster When teams review only a few random calls manually, it’s … Read more
Agent scorecards do more than evaluate performance – they unlock actionable coaching insights. They give team leaders visibility into what’s working, what’s not, and how to help agents grow – fast. Let’s break down exactly what scorecards reveal and how they elevate your coaching … Read more
Agent scorecards are essential tools used in a contact center. They assist in monitoring agent performance, identifying areas for improvement, and ensuring consistent service across the team. But how often should you review these scorecards? The short answer: Regularly. The better answer: It depends … Read more
Agent evaluations are critical in any call center. They impact coaching, promotions, incentives, and team morale. But here’s the reality – traditional evaluation methods are often biased, even if unintentionally. Supervisors bring personal preferences. QA analysts hear calls differently. Some agents get more attention … Read more
Traditional agent scorecards are often created manually, a QA analyst listens to a few calls, checks a list of behaviors, and fills out a form. It’s slow, subjective, and covers only a small portion of interactions. AI changes all of that. With the right … Read more
Yes, and in most cases, they should be. A generic QA scorecard might get you started, but it won’t take you far, especially if you work in a regulated industry, run multiple customer-facing teams, or need to align QA with real business outcomes. In … Read more
