01 Dec 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....
Customer Satisfaction Blog
18 Nov 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 consider when developing these workflows include:...
12 Aug 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 article by Pete Slease, Rick DeLisi and Matthew Dixon argues that AHT is the...
17 Jun 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. In a post-COVID world the companies...
14 Apr 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 environment and feel less connected with work. As the...
24 Mar 5 Reasons Why Surveys Suck and New Empathetic Ways to Improve CSAT and NPS
You're in a time crunch trying to get a project done, and you need your computer to work right now. The computer doesn’t care and is thwarting every DIY troubleshooting method you’ve tried. With a sigh of dread you contact customer service. After a grueling...
13 Oct Don’t Diss the Tech: Best Uses of AI in Customer Service and How Attitudes Toward AI Have Changed
Article 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 tech, it may seem ironic to mention feelings. Remember it is humans that this tech is meant to support....
10 Sep 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. After he had backed the car into my narrow...
11 Jun 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....
01 Apr QA, CX and EX for your Remote Customer Service Team – We Can Help
Make managing your remote customer service team easier with CSAT.AI....