A Miscellaneous Lot of Thoughts on Quality Scoring

Customer Service Life

Over the past year or so I’ve had many conversations about contact center quality assurance — some of which I’ve shared in past articles. Does extra credit belong on a quality form? What’s the point of quality scores anyway? Where does quality calibration come into play?

3 Reasons Why Customer Satisfaction Should Not Replace Quality Assurance

Customer Service Life

They were positioning this not as a customer satisfaction tool, but as a quality tool to allow customers to rate the quality of the service they received. This then led me to ask: Can and should customer feedback ever replace our own internal quality assurance efforts?

So You Need a Quality Application? Consider These 7 Things

Customer Service Life

How are you currently tracking quality for your customer service team? I hope that’s a freeing thought for folks out there who might feel like they’re doing quality wrong in their contact center because they’ve not yet gone high tech. Calibrate with all scorers.

Is Outbound Telesales Making a Comeback?

Robert Davis

It needs a statement that demonstrates that the call will be of value to the customer, and even more importantly during the first 30 seconds, there needs to be a question that engages the customer at an emotional level and starts the quality conversation.

Is outbound telesales making a comeback?

Robert C. Davis and Associates

It needs a statement that demonstrates that the call will be of value to the customer, and even more importantly during the first 30 seconds, there needs to be a question that engages the customer at an emotional level and starts the quality conversation.