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?

Quality calibration 97

Quality calibration Calibration Surveys Coaching 97

Customer Service Life

JANUARY 15, 2019

I’ve spent significant time of late helping support teams moved their quality forms from Google Forms and spreadsheets into a quality application and one of the unforeseen obstacles we’ve had to work through is extra credit or bonus questions. Where does quality calibration come into play? What’s my approach?

Calibration 75

Calibration Quality calibration Coaching Contact Center 75

Customer Service Life

JUNE 17, 2019

How are you currently tracking quality for your customer service team? At the enterprise level there are some incredible tools out there using machine learning to grade calls for you. With a quality tool, there’s no need for formulas to calculate scores when filling out forms. Calibrate with all scorers.

Calibration 63

Calibration Quality calibration Contact Center Gamification 63

Robert Davis

APRIL 5, 2018

Reputable outbound telesales operations are enjoying a resurgence as companies discover that telesales can be a highly effective customer acquisition and retention tool when part of a well-designed marketing strategy. Welcome to the age of customer engagement.

Telemarketing 48

Telemarketing Outbound sales outsourcing Quality calibration 48

Robert C. Davis and Associates

APRIL 5, 2018

Reputable outbound telesales operations are enjoying a resurgence as companies discover that telesales can be a highly effective customer acquisition and retention tool when part of a well-designed marketing strategy. Welcome to the age of customer engagement.

Telemarketing 40

Telemarketing Outbound sales outsourcing Quality calibration 40