22 Mar What Are the QA Metrics and Terms in a Call Center?
QA metrics are important for gauging and maintaining quality and thereby customers. Contact center analytics can track and parse many of these alphabet soup metrics....
Quality Assurance Tag
15 Feb How Agile Principles Can Transform Your CX
Agile principles are a powerful tool for improving customer service through collaboration, adaptation, ownership and responsiveness. ...
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:...
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....
05 Feb CSAT.AI for Customer Experience and Quality Assurance, Your New Best Friend
Posted at 07:00h
in Agent Training/Retention, Customer Satisfaction Blog, CX Journey, Favorites, QA Automation, QA Metrics
Welcome to CSAT.AI for customer experience and quality assurance, your new best friend. With this innovative tool QA monitoring is automated, covering all of your chat and email interactions. CSAT.AI supports your agents with real time feedback enabling them to provide excellent customer experience....
20 Nov Stop the Churn and Burn of Customer Service
High stress, low wages, abuse. We’re not talking about indentured servants, we’re talking about customer service. Unfortunately, customer service agents are often treated badly. It’s time for businesses to take responsibility for the environment their employees work in by reducing employee harm....
13 Nov Win the Game: Power Up your Customer Service with a Quality Assurance Strategy
Business challenges are like levels in a game. The more tools, skills and tricks you have (especially if you’re a noob), the more successful you will be. You can power up your customer service with a Quality Assurance strategy for a successful business campaign. ...
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...