How To Be A Contact Center Team Leader: Everything You Need To Know
Customers depend on well-trained, well-informed service agents for a quality experience — and this only happens through effective management.
How to Structure Your Customer Service Team
Customer experience is one of the most important differentiators among brands — a positive customer experience helps brands stand out in a crowded marketplace. A study by Forrester in 2021 revealed that companies that delivered ease for customers and emotionally oriented service saw a marked increase in their customer service index score. Building a customer…
How To Do Quality Assurance Calibration To Assure Accuracy
Preparation is key for effective quality assurance calibration. If you just drop your QA analysts in at the deep end and expect them to transform your customer service within a matter of days, you won’t see the results you’re hoping for.
Why is Quality Assurance Important in a Call Center?
Quality assurance has the power to transform your call center’s performance and maximize customer satisfaction, but how?
17 Most Effective KPIs To Evaluate Customer Service Performance
Customer service agents have a tough job. As they’re representing a business or organization, they have to remain professional, courteous and respectful. This in itself can prove hard when a difficult customer is bombarding them with criticism or even abusive language.
10 Important Reasons to Have A Quality Assurance Program
Research shows Americans are more discerning about the quality of their customer experience than ever, with 89 percent admitting to switching to a different brand after being treated poorly.
What Is Quality Assurance In A Call Center And What Does It Mean?
Anyone who has ever made a call to a customer service contact center has heard this recording: “This call may be recorded or monitored, for quality and training purposes.”
Bad Customer Service Examples (And How to Fix Them)
We all know them. The bad customer service examples that evoke PTSD like they happened yesterday. That time when you were accidentally disconnected five times only to have to start fresh in the queue each time. The rude employee in the drive through who messed up your order and blamed you. Being transferred to agent…
7 Call Center Games for Better Customer Service
Keeping customers satisfied is a priority in every call center, but we all know maintaining high satisfaction rates can be an ongoing challenge.
Tried and Trusted Coaching Methods for Customer Service
Whether you’re lifting up customer service agents who fall behind or making superstars even better, coaching methods for customer service are more important now than ever before.
