Posted by & filed under Outsourced.

QA calibration sessions are a common way to ensure that quality assurance analysts are on the same page when it comes to evaluating customer calls. During a typical session, analysts independently score a call and then discuss the results with end goal of becoming “calibrated” so that analysts will score calls similarly. It’s impossible to... Read more »

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Posted by & filed under Outsourced.

Digital communication methods, such as email, texting and social media, have taken a huge bite out of the use of good, old-fashioned face-to-face dialogue. Much has been written about some of the shortcomings of digital-only communications, including the absence of facial expressions and body language that face-to-face conversations provide.

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Posted by & filed under Customer Service.

Airlines are often a great source of examples of customer experience fails. Big or small, social media fuels the outrage and the news programs just love to report on them. Who can forget the image of the doctor getting dragged off an oversold flight? The media made sure that was burned into our memories forever.

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Posted by & filed under Customer Service.

There’s an old joke that goes something like this: When God was passing out brains I thought he said trains and I missed mine. And when He was passing out looks, I thought He said books and I said I don’t want any.

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Posted by & filed under Contact Center.

Contact centers are fast-paced, often “hair on fire”, environments. A leader’s day can be consumed with personnel issues, customer escalations, technology glitches and scheduling challenges. With so many short-term priorities that need to be addressed, it can be difficult to shift mental gears and think strategically. Plus, who has the time?

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