Explore why it is essential to keep your scorecard current and how doing so can help minimize or eliminate behaviors that no longer contribu

Over the last 12 months, frontline contact center attrition rates have increased from an average of 30%-40% to an astonishing 65%-80% ...

Explore the key aspects of designing a quality assurance scorecard for customer service centes. Criteria. Pitfalls. Success!

Dead air refers to moments of silence or extended pauses during a conversation between a customer and an agent. How to manage dead air?