5 Top Metrics for Your Customer Service Team Dashboard

5 Top Metrics for Your Customer Service Team Dashboard

What is a dashboard in customer service? It’s simple. This is the hub of your entire customer service, displaying the most important metrics for at-a-glance convenience. Agents, team leaders, managers, and quality assurance (QA) analysts all depend on a well-organized customer service dashboard to track performance over time. You can see where mistakes are made,…

5 Most Effective Types Of Quality Assurance Reports

5 Most Effective Types Of Quality Assurance Reports

Reporting is a key part of a transformative quality assurance program. Effective QA 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 quality assurance on your team without having to scour pages of complex information yourself. Reviewing…

No contact center can afford to neglect its quality assurance (QA) process

No contact center can afford to neglect its quality assurance (QA) process

We all know what’s it’s like to be put on hold for several minutes, wondering how much longer we’ll have to wait before someone finally answers the phone. The best contact centers work hard to accommodate large volumes of calls and minimize the amount of time you spend in a queue, but sometimes even a…

Bad Customer Service Examples (And How to Fix Them)

Bad Customer Service Examples (And How to Fix Them)

We all know them. The bad customer service examples that evoke PTSD like they happened yesterday. That time when you were accidentally disconnected five times only to have to start fresh in the queue each time. The rude employee in the drive through who messed up your order and blamed you. Being transferred to agent…

Top Reasons for Call Center Turnover and How to Reduce It

Top Reasons for Call Center Turnover and How to Reduce It

It’s no secret that delivering outstanding customer experience (CX) and employee experience (CX) are intrinsically linked. Yet contact centers continue to struggle with staffing shortages and high agent turnover rates. According to a recent Deloitte Digital survey, 63% of contact center leaders are facing staffing shortages and are having to get more creative and proactive…

How To Improve Customer Experience In A Contact Center: 7 Quick And Easy Tips

How To Improve Customer Experience In A Contact Center: 7 Quick And Easy Tips

There’s always room for improvement when it comes to customer experience best practices. With the wide variety of touchpoints available for customers to connect with your brand, every channel is an opportunity to impress them with seamless, effective integrations. If your Customer Relationship Management (CRM) software brought you a wealth of information on each customer…