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QualityDesk helps you fine-tune your quality assurance process
Let’s bring your organization’s quality assurance up to a gold standard!
If you are using Excel, Word or something similar to evaluate customer contacts, your quality assurance process is already broken. If you want to know why, read this article.
3 reasons behind quality assurance failures
Are you still using Excel as a quality assurance tool? Are you writing down evaluations in Word or using questionnaire software actually meant for opinion polling?
6 tips for telemarketing coaching!
Earlier I wrote about six tips that a telemarketer can use to achieve better results and to create excellent customer experiences. However, the fact is that with the help of modern telemarketing technology, one employee can achieve up to 100 customer contacts per day. At this pace, a telemarketer may easily lose their focus, which will lead to lower customer contact quality and lower sales rates. None of us are machines, so how can we prevent this from happening? Of course, supervisors are the answer.
6 tips for better results and customer experiences in telemarketing
My first experience with telemarketing goes back to 2003, when I tried doing telemarketing in an agency located in Joensuu.
AI and robotics – will they take customer service jobs?
Within the past couple of years, there has been much discussion about the revolution of automation, robotics and AI. I have participated in webinars where many people working in European customer service centres believe that robots will replace at least some people in customer service within the next five years.
The best ways of providing feedback
This is an extremely broad topic, and, in addition to opinions, there are sure to be as many facts as there are people providing feedback. But let’s not let that bother us right now! In this article, I will focus on feedback in general and highlight some things that you should consider when giving feedback. This article only concerns feedback situations between a supervisor and an employee.