The 27 Quality Assurance Questions For Customer Service You Need To Ask

The 27 Quality Assurance Questions For Customer Service You Need To Ask

With the customer driving today’s business practices, a good customer service survey is a necessity.  Given its importance, how do you know what quality assurance questions for customer service exceed expectations?  It all starts by asking the right ones. Your customer service surveys should always be short and to the point. Your customers are happy…

21 Customer Service Blogs You Need To Be Following In 2018

21 Customer Service Blogs You Need To Be Following In 2018

We’re living in what’s been dubbed “The Age of the Customer.” Customer service blogs can be a valuable resource to keep you informed on all the latest advances in technology and customer experience. They can tell you about the latest research in customer expectations and help you train your staff.

Culture of Candor: How Honest Feedback Boosts Productivity

Culture of Candor: How Honest Feedback Boosts Productivity

In successful organizations, there is a candor imperative. We expect uncompromising honesty from our team members, and, in theory, we know transparent behavior is a critical dynamic in all healthy cultures. But, as a leader, our attitude toward a culture of candor may be skewed, calling into question the balance of candor in our organizations…

Exceeding Customer Expectations Examples: 8 Scenarios On How To Deliver

Exceeding Customer Expectations Examples: 8 Scenarios On How To Deliver

Customer service is about supporting customers, right? Yes, but it can be so much more than that. Customer service can completely change the way people view your company. Your brand, your product, your mission, they all shape a customer’s views before and during their positive interactions. But the second they hit a snag, the reputation…

Call Reduction Strategies for Better Channels and CX

Call Reduction Strategies for Better Channels and CX

Let’s face it: waiting on hold for customer service doesn’t lead to a good experience. We’ve all been down that road too many times—waiting on our phones, multitasking in the background. The cheesy on-hold music. The automated messages on repeat breaking into the cheesy music. Obsessively checking your phone display to see just how long…

Contact Center Feedback Questions To Get The Most from Your Customer Voice

Contact Center Feedback Questions To Get The Most from Your Customer Voice

Data is the modern language of the call center. From FCR and abandonment rates to average handling time and QWT, acronyms and numbers often tell the story of the customer experience (Okay, I made that last one up just to see if you were paying attention). But what about the story that the customer himself…

Improve Contact Center Agent Efficiency: 6 Tips For Success

Improve Contact Center Agent Efficiency: 6 Tips For Success

Delivering outstanding customer care and experiences is a number-one priority for many C-suite executives and business leaders. But finding and retaining outstanding agents, creating operational efficiencies, and implementing omnichannel technology solutions requires a high-wire balancing act for contact center leaders. Before you throw your arms up in despair (and don’t look down!), we’ve curated six…