Dick Bourke
Dick Bourke
Co-Founder - Scorebuddy Dublin, Ireland. My role is to develop our business locally and internationally. In addition I identify new service opportunities to bring to our development team and to evolve our service offering.
Benefits of Using an LMS to Improve Agent Performance
Employee training is critical in every industry, business, and role. It is a way to help to certify that the people on your payroll...
8 Ways to Avoid Call Center Agent Burnout Intensified During a Crisis
The coronavirus has changed work as we knew it for the foreseeable future. Many companies have moved to remote work, including call centers. ...
Regulatory Mistakes Can Cause Invisible Risk to Your Call Center
One of the more daunting challenges facing companies relying in call centers, as well as for call center outsourcers, is consumer data protection, privacy...
How to Capture & Analyze QA Data to Improve Call Center Outcomes
The value of big data lies in how you analyze it. Gathering and analyzing structured and unstructured data is important to operating your call...
15 Mistakes Your Contact Center Agents Make
Life is a constant learning process. We’re never at the end of the journey, and there’s always some way that we can get better....
Hire Customer Service Employees with Emotional Intelligence
In order to be successful in a call center, agents must be able to deal with a high volume of angry, confused, and frustrated...
Measuring Customer Experience: Metrics and the Benefits of Scorecards
Customer experience (CX) might be the most frequently used term in the customer service industry. Everyone is talking about the power of the customer,...
8 Ways to Avoid Call Center Agent Burnout Intensified During a Crisis
The coronavirus has changed work as we knew it for the foreseeable future. Many companies have moved to remote work, including call centers. ...
How to Continue to Deliver Great Customer Service During a Crisis
With the COVID-19 pandemic growing day by day, businesses around the world are finding themselves facing a crisis, unlike anything they’ve ever seen before....
How to Create a QA Framework for Your Call Center
Contact centers are essential to everything from building brand loyalty to improving efficiency and productivity and facilitating growth. After all, 96 percent of consumers...
Taking Your Call Center QA Framework to the Next Level
Contact centers are essential to everything from building brand loyalty to improving efficiency and productivity and facilitating growth. After all, 96 percent of consumers...
How to Capture & Analyze QA Data to Improve Call Center Outcomes
The value of big data lies in how you analyze it. Gathering and analyzing structured and unstructured data is important to operating your call...
Anatomy of a Really Good Customer Service Call
Your call center agents are key to your company’s success. They are the first point of contact with your customers and responsible for how...
How to Capture & Analyze QA Data to Improve Call Center Outcomes
Data and Analytics Can Help Your Contact Center Monitor and Improve its Customer Service The value of big data lies in how you analyze it....
A Roadmap for Success: Improving Agent Soft Skills
The impact of contact center agent soft skills on call center CX cannot be overstated. Customer service is not a new concept. Every business...
3 Strategies: Developing Guidelines For Call Centers
Every phone customer is familiar with the phrase “this call may be recorded for quality and training purposes.” Part of any successful call center...
7 Surprisingly Simple Tips for Designing Call Center Incentive Programs
Working as a call center agent can seem like a tedious, thankless job. In some cases, agents spend hours talking with people who don’t...
How to: Quality Monitoring in the Call Center
Customer experience drives many business initiatives today because customers have so many choices available for the products and solutions they purchase. That’s why the...
Regulatory Mistakes Can Cause Invisible Risk to Your Call Center
One of the more daunting challenges facing companies relying on call centers, as well as call center outsourcers, is consumer data protection, privacy and...
How Can Call Center Software Improve Quality Assurance?
Call centre QA is how you determine if your agents are meeting your goals. It’s your opportunity to identify the effectiveness of your customer...