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. Does extra credit belong on a quality form? What’s the point of quality scores anyway? Where does quality calibration come into play?

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?

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.

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.