INDUSTRY INSIGHTS YOUR PEERS ARE READING
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? MORE
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. MORE
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? MORE
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. MORE
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. MORE
Quality calibration Related Topics Customer Service Life
SEPTEMBER 7, 2018
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?
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. Does extra credit belong on a quality form? What’s the point of quality scores anyway? Where does quality calibration come into play?
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. Calibrate with all scorers.
Robert Davis
APRIL 5, 2018
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.
Robert C. Davis and Associates
APRIL 5, 2018
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.
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