The phrase “SOC 2 Type II compliance” may sound complex and technical. But it’s actually an important credential that lets you know if a vendor is truly committed to information security.
Are your customer service representatives (CSRs) cross-selling and upselling relevant products and services to your customers? If they aren’t, you’re missing out on a great opportunity to offer a better customer experience and generate extra revenue. As more contact centers explore implementing cross-selling and upselling, they’re finding very little information on how to do it…
A survey by Walker revealed customer experience will overtake products and pricing as the primary brand differentiator as of next year.
Reporting is a key part of a transformative quality assurance program. Good reports empower you with different types of data in a fast, user-friendly format: you can view changes in performance, progression of your employees and overall impact of QA on your team without having to scour pages of complex information yourself.
Preparation is key for effective quality assurance calibration. If you just drop your QA analysts in at the deep end and expect them to transform your customer service within a matter of days, you won’t see the results you’re hoping for.
Quality assurance has the power to transform your call center’s performance and maximize customer satisfaction, but how?
Customer service agents have a tough job. As they’re representing a business or organization, they have to remain professional, courteous and respectful. This in itself can prove hard when a difficult customer is bombarding them with criticism or even abusive language.
Research shows Americans are more discerning about the quality of their customer experience than ever, with 89 percent admitting to switching to a different brand after being treated poorly.
Quality assurance is vital for any call center aiming to be the best.
Consumers have more power than ever today. The internet offers disgruntled buyers a valuable platform on which to air their grievances and influence fellow buyers’ decisions.