Customer Service Life

JANUARY 15, 2019

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. As I was scanning my list of blog post ideas, I realized I had some miscellaneous thoughts that fit under the quality umbrella and it’s about time we discuss them.

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Calibration Quality calibration Coaching Contact Center 75

Customer Service Life

SEPTEMBER 7, 2018

Let’s pause for a moment and acknowledge that the proposition of cutting quality assurance — a resource-intensive process in most contact centers — and allowing customers to handle it would certainly be attractive to many contact center leaders. Here’s why. CSAT isn’t a representative (enough) sample.

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Quality calibration Calibration Surveys Coaching 97

Customer Service Life

JUNE 17, 2019

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. Are you a customer service manager who also happens to be an Excel whiz?

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Calibration Quality calibration Contact Center Gamification 63