30 Jan QA Challenges: A Philosophical Approach
The ancient philosophers understood challenges. Customer service QA challenges don’t have to ruin KPI. Instead, they can be a call to action....
Customer Satisfaction Blog
23 Jan Smells Like Bad Service
Customer service that stinks leaves a lasting impression. The Automated Menu Goes Round and Round Repetition may have been fun when you were three. "Play the song again, Dad!” As an adult trying to solve a problem it is maddening. Automated menus that never address an issue...
16 Jan Reasons Not to Use a A Customer Service Script
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....
09 Jan Help Your Agents Stay Energized at Work
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...
19 Dec The Customer Service Gig
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...
12 Dec Gig Economy: Rise, Fall and Change
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...
05 Dec QA Goals to Save Money in Contact Centers
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...
28 Nov Don’t Assume your Customer Service Agent is an Idiot
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...
14 Nov Don’t Assume Your Customer is an Idiot
“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...
24 Oct The Art of Communication in Contact Centers
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,...