The Northridge Group
AUGUST 23, 2022
To jumpstart improvement, a proven approach is to bring in outside Quality Monitoring experts who can objectively assess associate performance and offer honest, practical insights and recommendations for improvement – particularly if an outsourcer is providing customer service agents.
COPC
FEBRUARY 15, 2024
OBSERVATIONS AI is irrevocably altering customer service. This  This powerful technology is becoming integral to customer service frameworks, especially in contact center operations. Regular calibration of AI assessment tools to a set standard is necessary for maintaining their effectiveness.
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CSM Magazine
JANUARY 29, 2024
They should expect—and be willing—to take part in regular calibration sessions to review any calls that failed. Use the CMS test call season to bolster your relationship with your language services provider. Evaluate the provider’s quality assurance (QA) processes, particularly around CMS calls.
Blueship Call Center
NOVEMBER 28, 2023
Why do businesses choose email support outsourcing services? To write an email that provides good customer service, careful consideration, well-chosen language, and flawless editing are required. It is worthwhile since a poor email support strategy can lead to a bad customer experience and a waste of money.
Taylor Reach Group
JANUARY 11, 2018
The Contact Center outsourcing industry is a significant piece of the customer service and support landscape. If the client does anything such as a new website, new invoice design, or new product introduction where it can reasonably be assumed will increase call length, is similarly exempted from the governing KPI’s.
Up Your Service
JUNE 16, 2015
Telecommunications companies used to be cash cows: massive, often government-linked monopolies that provided essential connectivity services and reliably churned out cash. The industry is being radically disrupted by services that make use of telco’s connectivity platforms but offer higher perceived value to customers.
UJET
JUNE 4, 2021
But for businesses that rely on customer service and experience as a competitive advantage, COVID-19 has underscored the need for digital transformation frameworks that can definitively help these complex changes succeed. Are we prepared to adopt an agile governance mindset? The concept of digital transformation isn’t new.
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