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? 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.

Quality calibration 83

Quality calibration Calibration Surveys Feedback 83

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. 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.

Calibration 69

Calibration Quality calibration Coaching Feedback 69

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. 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.

Calibration 61

Calibration Quality calibration Gamification Coaching 61

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. 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.

Telemarketing 48

Telemarketing Outbound sales outsourcing Quality calibration 48

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. 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.

Telemarketing 40

Telemarketing Outbound sales outsourcing Quality calibration 40