ByPlayvox Team
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It is the Age of the Customer. Everyone acknowledges the importance of keeping their customer base happy and loyal. But the core of keeping customers happy really begins with your employees.
ByPlayvox Team
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You might think your company doesn’t need a quality assurance program. After all, there’s just you, your co-founders, and the small staff you hired to take care of the overflow. Your business doesn’t operate solely on passion, hard work, and coffee anymore, but you’re still able to oversee all parts of your process. You can…
ByPlayvox Team
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A good quality assurance program is a must-have in any modern business. Your customer service is the face of your company, and the slightest failure risks being publicly broadcast on social media.
ByPlayvox Team
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While we are busy measuring the ROI of our marketing efforts, do we know exactly how much our bad customer service is costing us?
ByPlayvox Team
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A couple of years back, Average Handle Time (AHT) was considered the most important call center metric of them all. That has all changed now. Empowered customers expect an agent to give them a tailored customer service experience that makes a human connection. In addition, with the increasing use of self-service portals such as FAQs…
ByPlayvox Team
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Spreadsheets have their place, but there are a multitude of reasons why they shouldn’t form the backbone of your quality assurance process. It’s fine to whip one up if you want to do a quick overview of your data or list the company contact info, but spreadsheets are not to be used as databases and…
ByPlayvox Team
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We all know the costs of bad customer service – the lost customers, the hits to your brand name and reputation. One of the best ways to improve customer service is to anticipate issues your team might be having and solve them before they even become a problem.
ByPlayvox Team
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You might think of quality assurance (QA) as something needed for manufacturing, not customer relationship management. But as G.M. Hostage of Marriot says, “For a service organization, quality control of employee attitude and performance is pretty much the equivalent of product quality control for a manufacturer.”
ByPlayvox Team
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With the customer driving today’s business practices, a good customer service survey is a necessity.
ByPlayvox Team
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Customer relationship management, or CRM, refers to the system used by a business to manage relationships with its customers, staff, and suppliers. The CRM allows the data relating to these relationships, such as customer and prospect contacts, account and service information, and sales leads, to be stored in one central location. This allows you to…