Insights and best practices for call center quality assurance and customer service excellence
Performance Management
How to Reduce Average Handle Time Without Sacrificing Call Quality
Learn proven strategies to lower AHT while maintaining customer satisfaction. A practical guide for call center managers balancing efficiency and quality metrics.
Call Compass Insights Team
Performance Metrics
The Complete Guide to First Call Resolution: Why FCR Is Your Most Important Call Center Metric
Discover why First Call Resolution drives both customer satisfaction and operational efficiency. Learn proven strategies to improve FCR rates and measure them effectively.
Call Compass Insights Team
Quality Assurance
Call Center QA 101: A Manager's Guide to Evaluating Customer Conversations
Learn the fundamentals of call center quality assurance, from building evaluation rubrics to determining sample sizes. A practical guide for new QA managers.
Call Compass Insights Team
Quality Assurance
How to Build an Effective Call Center QA Rubric
A step-by-step guide to creating call evaluation rubrics that are consistent, fair, and actionable. Learn how to design criteria that drive better coaching and performance.
