The latest articles
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.
Five tips for practical monitoring
The monitoring of customer service, telemarketing and customer interactions in general is often neglected. It is generally seen as a bothersome, time-consuming activity. At the same time the benefits it offers might be ignored – especially if the monitoring is not done “right”.
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
