Customer Service Life
NOVEMBER 15, 2020
Here’s a definition: Quality assurance for the contact center is about setting a standard for how the work is done and then ensuring, through evaluation, coaching, and training, that the work is consistently done at or above the standard. What we have is a quality assurance and training problem, not a canned response problem.
Taylor Reach Group
DECEMBER 7, 2018
If 30% of your staff is still negotiating the learning curve towards competency, they are by definition performing at a lower level than the veteran staff. The process for Disciplinary Action can be very time-consuming, often requiring many levels of sign-off (center, HR, senior management etc.).
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Expivia
OCTOBER 4, 2021
And someone definitely needs to answer those calls, emails, and messages. However, finding and training staff to handle your customer service isn’t the easiest (or cheapest) task. . Collaborate and Calibrate Regularly : Any long-term partnership requires work and communication. Have Weekly Calibration Sessions.
Connecting the Dots
SEPTEMBER 7, 2020
– This answer, using the same survey questions, can be compared to actual surveys, if there is a difference, then there is a calibration problem. CCMC has found that issues that impede the ability of employees to do their jobs and service their customers have the greatest impact on motivation and loyalty.
Connecting the Dots
SEPTEMBER 9, 2019
– This answer, using the same survey questions, can be compared to actual surveys, if there is a difference, then there is a calibration problem. CCMC has found that issues that impede the ability of employees to do their jobs and service their customers have the greatest impact on motivation and loyalty.
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