Despite her best performance, the customer service script Jessie was required to use didn’t win her an Oscar and it didn’t answer the customer’s questions. Though they have some useful applications there are reasons not to use a script in customer service....
Ann started her day with a double espresso and a quick lap around the block, but by 2pm she has been staring at the same customer service ticket for ten minutes and can’t remember what her last action on it was. She’s so tired she...
Sick of hearing about the gig economy yet? If you haven’t heard the term likely you’ve been living under a proverbial rock. Is the gig economy rising? That depends on which source of data you read. Still, the customer service gig is rising. Tell Me What You...
During the recession the gig economy became an alternative to unemployment. You could hear crickets in the silence of the traditional job market. Inhale deeply and you could smell the fear too. Even well educated workers with solid resumes saw their unemployment benefits exhausted before...
Goals. When QA goals are met both customers and businesses score. These scores lead to cost savings and cheers. Customers cheer when they feel that they matter. Treat your customers like valuable members of your team! Here are some QA goals in contact centers to...
If your customer has been through the online FAQ, searched the product manual, tried finding a solution on Youtube but still needs help, their next step is a call to your customer service team. The quality of agent service they receive reflects directly on your...
“Have you tried turning it off and on again?” The phrase spoken by many IT pros and made even more famous in the Britcom The IT Crowd. The character Roy has repeated this question so much he made a recording of it that he plays...
With challenges like latency, awkward auto-corrects and improper use of emojis (no, the poop emoji is not chocolate and 'LOL' doesn’t mean lots of love) no one needs more communication problems. This is especially true between customers and businesses which use everything from cell phones,...
Quality is key. No one wants a subpar product or experience. QA metrics are important for gauging and maintaining quality and thereby customers. Contact center analytics can track and parse multiple metrics including: Average Speed of Answering (ASA) Also referred to as Average Wait Time (AWT)...
“The Buck Stops Here”. Former POTUS Harry S. Truman had that saying on his desk as a reminder that when it came to ‘passing the buck,’ (an expression that means passing the blame) he was the very last stop. Where businesses are concerned, contact centers and...