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    David McGeough

    David McGeough

    David leads marketing initiatives for business growth, with 20+ years as marketing/IT exec specializing in market penetration and customer acquisition.

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    Call Center Metrics, Platforms and News

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    How to Pick the Best Call Center Quality Assurance Software

    What is call center quality assurance software? Call center quality assurance software is designed to monitor, evaluate, and improve agent interactions across different...
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    12 Customer Satisfaction Survey Best Practices to Boost CSAT

    Delivering exceptional customer experiences is critical for call centers—no matter how much...
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    9 Big Components of Employee Engagement in a Call Center

    Call center work is no walk in the park—dealing with frustrated customers, difficult conversations,...
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    9 Problems for CTOs Adopting AI Solutions: How to Solve Them

    As anyone in the contact center industry will tell you, artificial intelligence is now an...
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    How to Build a Business Case for AI-Powered Call Center QA

    Modern call centers handle huge interaction volumes, but only a tiny fraction can be measured by...
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    14 Call Center Skills Your Agents Need + How to Coach Them

    Call center skills are evolving faster than ever—with the dawn of artificial intelligence (AI)...
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    How to Improve Customer Satisfaction in a Call Center: 13 Ways

    Your call center’s customer satisfaction score (CSAT) is a key metric for overall performance. The...
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    Call Center Automation: AI Tools, Key Benefits + How To

    Artificial intelligence (AI) and call center automation are rapidly reshaping the industry, with...
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    Choosing the Best Enterprise Call Center Solution: What to Know

    Enterprise call centers function at a different level compared to the average small-to-mid center....
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    What is an AI Call Center Agent? Benefits, Risks + How To

    AI agents are intelligent, autonomous tools capable of performing tasks independently. They’ve...
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