Customer Service Life
JANUARY 15, 2019
As I did further investigation I learned that on some forms agents could earn extra credit for “Going above and beyond for the customer” or for “WOWing them.” In my opinion we can thank a handful of customer service news stories that somehow conditioned us to think that customer service isn’t great unless it goes viral.
Customer Service Life
SEPTEMBER 7, 2018
A quality score is a standard metric on most agent scorecards and therefore they’re held accountable to it. It’s an essential process for any company that wants to deliver consistently great customer service. This can potentially allow your quality team to review more interactions (up to 100%). Here’s why.
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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