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
20 Jan Happy Customer!
Isn't this the dream for every company? Gone the days, when you do your best customer service without knowing if your customer was satisfied. Introducing CSAT.AI - The real time Analytics tool which enables you to analyze your service agent's response while they type so...
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....
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...
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...
10 Oct Contact Centers – The Unsung Heroes of Customer Service
“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...
03 Oct Customers: Love Them or Lose Them
Customers. They are the heartbeat of all business. After all, businesses without customers don’t stay in business. They are the gas to the engine. The sunshine to the garden. It is vital to keep and grow your customer base. That means providing an exceptional experience with customer service. Product...
26 Sep Your Business Needs a Call Center Like a Crop Needs Bees, but How Much Do the Costs Sting?
Like sun and water to a crop, call centers are a necessary part of success providing important data to secure and build business over time. But, how much do call center costs sting? Call center costs depend on many variables, much like the final cost of...