The latest articles
How to make the most of the contact center’s quiet moments?
Summer is usually a quiet time for customer service. Seasonally and regardless of the sector, there are quiet moments throughout the year. So this is a good time to do a little deeper analysis of what happens in customer encounters.
QualityDesk sponsors Kontaktadagen 2022
Kontaktadagen is the biggest conference of the year for those who work with customer meetings via telephone and digital channels and want to create tomorrow’s
QualityDesk now available online
Starting systematic quality assurance is now easier than ever. You can subscribe to QualityDesk online and start using it in minutes! We have made the
Our invoicing address is changing 1.2.2022
Our company is now able to receive invoices electronically and therefore our invoicing address has been changed. Please update this new data found below into
How does quality assurance help with peak times?
QualityDesk and Puzzel have agreed on an integration partnership that allows contact centers to carry out quality assurance easily, fluently and systematically. Many contact centers
Leveraging the protégé effect in customer support
The importance of customer support can never be underestimated. Your agents are at the frontline of your business, and often also the last person your
Promoting leadership excellence, QualityDesk Ltd gathers funding of more than 200,000 euros for internationalization
The lead investor is the Finnish Impact Venture Builder investment company Fiil Good that invests in companies aiming to resolve social problems and improve the wellbeing of the environment and/or people. The other investors include Sofokus Ventures that invests in scalable digital products and services.
Why is coaching and quality assurance important?
The first priority in customer and sales services has to be customer interaction. Well-managed customer interactions ensure that the customer’s issues are addressed, resulting in
QualityDesk and Puzzel join forces
QualityDesk can now be found in the Puzzel Marketplace and it is easy to add to the Puzzel contact center system.
Everything related to coaching leadership now in one place
LocalTapiola Group is a mutual group of companies owned by its customers. It serves private customers, farmers, entrepreneurs, corporate customers, and organizations. LocalTapiola’s products and
Older posts
QualityDesk evolves based on customer feedback
How to create an excellent quality assurance process for a contact center?
Coaching Leadership in Practice: An effective coaching form for achieving goals
Customer service as a competitive tool: What is good customer service?
Why Giving Feedback is Not Coaching
5 perspectives for managers as to why coaching leadership is worth it
How to monitor the success of your campaigns?
5 (critical) reasons to integrate a quality management system into your customer service system
Importance of coaching leadership in employee development
How to achieve customer service goals?
The latest Articles
Customer Service Day 2025 in Finland: Insights, Changes, and Future AI Solutions
Customer Service Day 2025 is now behind us – a day full of inspiring speeches, new insights, and valuable encounters with industry leaders.
Continuous Monitoring and Feedback: Building a Process for Ongoing Development in a Contact Center
Continuous monitoring and feedback are cornerstones of a contact center environment, enabling high-quality customer service and supporting employee development. Isolated improvement measures are not enough—what’s
How to Create a Success-Oriented Work Environment in a Contact Center
Working in a contact center is fast-paced and demands precision, empathy, and adaptability from employees. A success-oriented work environment encompasses not just the physical space
Engaging Employees in a Contact Center Environment – Motivation and Participation
In a contact center environment, employee engagement, motivation, and participation are essential for achieving high-quality customer service and improved results. In a fast-paced and sometimes challenging work environment, employee commitment can be a challenge, but with the right practices, it is possible to build a motivated and involved team.763
Coaching as a Tool: How to Build Lasting Change in a Contact Center Environment
In a contact center environment, coaching is one of the most effective ways to support behavioral change and achieve long-term results. Unlike traditional feedback, coaching focuses on growth, learning, and leveraging individual strengths rather than solely evaluating past performance. But how is coaching implemented in practice, and why are tools like QualityDesk pivotal?
Leadership Commitment: The Key to Successful Change in a Contact Center
This is the second part of a six-part article series. You can read the previous article through this link. Here, we focus on leadership commitment
Clear Goals and Effective Communication in a Contact Center Environment
A contact center is not just the heart of a company’s customer service; it also serves as a strategic pillar that directly impacts business success. It is where the customer experience comes to life, the brand is built, and customer loyalty helps win the competition.
The Key Aspects of Measuring and Analyzing Contact Center Performance
Measuring the efficiency of a contact center is a multifaceted process that depends largely on its primary function: whether it focuses on customer service or sales. The selection of metrics and their analysis significantly influence the organization’s operational flow and goal achievement. Here you can read the key aspects of measuring and analyzing contact center perfomrance.
Coaching Leadership in Practice: An effective coaching form for achieving goals
A coaching leadership style does not require certification, training, or any other initial investment. Anyone can start using a coaching leadership style right away and learn as they go.
Improving the Quality of Customer Service – How to Ensure Quality and Achieve Goals?
The quality of customer service is crucial to business success. It’s not just about providing quick and correct answers but also delivering consistent and customer-focused service. In this article, we will go through how to ensure the quality of customer service and achieve the set goals.
Older posts
The Most Popular Articles
Customer Service Day 2025 in Finland: Insights, Changes, and Future AI Solutions
Customer Service Day 2025 is now behind us – a day full of inspiring speeches, new insights, and valuable encounters with industry leaders.
Continuous Monitoring and Feedback: Building a Process for Ongoing Development in a Contact Center
Continuous monitoring and feedback are cornerstones of a contact center environment, enabling high-quality customer service and supporting employee development. Isolated improvement measures are not enough—what’s
How to Create a Success-Oriented Work Environment in a Contact Center
Working in a contact center is fast-paced and demands precision, empathy, and adaptability from employees. A success-oriented work environment encompasses not just the physical space
Engaging Employees in a Contact Center Environment – Motivation and Participation
In a contact center environment, employee engagement, motivation, and participation are essential for achieving high-quality customer service and improved results. In a fast-paced and sometimes challenging work environment, employee commitment can be a challenge, but with the right practices, it is possible to build a motivated and involved team.763
