The 2021 Holiday Buying Season – Employee Shortages, Angry Customers and Rising Costs
The 2021 holiday buying season is riddled with post-pandemic challenges including. Let’s look at the current crazy state of affairs....
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QA Workflow Planning with Sample Workflows
QA is, in part, meant to align customer facing service with company goals. An effective CX Quality Assurance workflow reflects those goals with respect to company size and resources. Questions to cons...
Goals: Save Money in Contact Centers
Research shows it’s not worth sacrificing quality for speed, though. Average Handle Time (AHT) as a tool to organize and estimate rather than to motivate agents is more advantageous. This HBR articl...
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 t...
Gain Ground Managing Hybrid Contact Centers
Another group that was shown to be lost in the shuffle of remote work is Gen Z. The Microsoft report revealed this group was more likely to feel isolated, struggle with making a quality home work envi...
Don’t Diss the Tech: Best Uses of AI in Customer Service and How Attitudes Toward AI Have Changed
Updated 2021 (originally published Sept 2019) Machine learning based tech is becoming more sophisticated with virtual influencers, robot assistants, AI making appointments by phone. Talking AI in cust...
Saintly Customer Service in a Survey World
I called AAA to get a car towed last month, the subcontractor who moved the car was fantastic – everything that I could possibly want in a tow-truck driver on what was (obviously) a bad day. Aft...
Face the New Changes in CX and EX in Customer Service (Updated)
Businesses must evolve as the people who work them and those who buy from them evolve. Changes in CX and EX in customer service have to come at the speed of change in the world as a whole....
QA, CX and EX for your Remote Customer Service Team – We Can Help
Make managing your remote customer service team easier with CSAT.AI....
Crisis as Catalyst: Managing Your Remote Customer Service Team
When we put out our blog last week on facing changes we didn’t yet know how big they would be. This week we are in a new paradigm due to COVID-19, where remote work is a necessity. For some of you t...
Face the Changes in CX and EX in Customer Service
Businesses must evolve as the people who work them and those who buy from them evolve. Changes in CX and EX in customer service have to come at the speed of change in the world as a whole....
Humor Creativity And Empathy In Customer Service: Know How To Read The Room
Using soft skills like humor, creativity and empathy in customer service, agents are able to change a mediocre customer experience into a memorable one. ...
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