The latest articles
Over 20,000 coaching sessions and thousands of hours saved each year! – QualityDesk in numbers 2021
It’s time to bring the numbers of QualityDesk up to speed. Our operative birthday, 13 July 2021, is here! Now is the perfect time to look back at our achievements over the past four years.
Attracting and keeping millennials
The way we look at work has changed. It’s no secret that retention rates for millennials are in decline and have been for a while. The average turnover in call centers is around 33 %, and in some cases, this rate can be much higher – even reaching three-digit numbers fast.
5 ways to boost a contact centre’s efficiency!
First impressions are important. You only have one chance, and a first impression is created quickly. This is the time for a company’s customer service to show what it’s made of.
Too much information is overwhelming – also during orientation
Contact centers usually have a higher employee turnover than many other businesses. Because of this, the orientation period needs to be efficient, but also pleasant to the employee.
Discussing expectations – get to really know your team!
Of course, as a supervisor you surely know your team, but the expectations you have of each other may often be a little unclear. What do the employees expect of you? Discussing results, giving more feedback, coaching, helping, letting them be?
10 ways of creating a bad customer service experience
Customer service, in itself, is not quite the same thing as the customer experience.
Emotion trumps reason. Every time.
What are you feeling right now? Why do you feel that way? These are questions that you should definitely think about every now and then. Especially when emotions are running high: you may be feeling angry, frustrated, disappointed, happy, successful or thankful.
Managing change: how should you implement the changes that automation brings to people’s jobs?
Technology is developing at a rapid pace, which means that in many industries, jobs that people used to do will be automated and handled by robots. So where does this leave people?
Top problems for contact centres, #2: Employee commitment
The commitment level of your employees has a huge influence on company culture, and as a result, it also influences the way your strategy is realized and, ultimately, the profitability of your business.
Top problems for contact centres, #1: Excel files
Excel is great. Please believe me when I say that I really do like it! In practice, this is because I have used it to create a wide variety of reporting solutions over the past 14 years that I have spent working in the contact centre industry.
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
