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? For those who aren’t familiar, quality assurance is a process where a random set of customer interactions (phone calls, emails, chats, etc) are reviewed regularly based on a predetermined set of criteria.

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. 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. Does extra credit belong on a quality form? We need to first consider the items on quality forms that have greater impact on a customer interaction than others.

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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. The good news is that the quality application market for the small to medium sized customer service operation has been heating up of late, due in large part to the increasing popularity of platforms like Zendesk, Freshworks, and Salesforce.

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. And it is these leading sales organizations that are often able to meet a client’s quality, performance, analytics and scalability requirements simultaneously. These essential outbound measurements include: Quality scores.

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. And it is these leading sales organizations that are often able to meet a client’s quality, performance, analytics and scalability requirements simultaneously. These essential outbound measurements include: Quality scores.