Customer service as a competitive tool: What is good customer service?
Customer service has changed in the 2010s from an expense item to a strategic competitive tool for companies. Why? Because as customer journeys have become more complex and personalized, the role of the customer experience has become even more important. The quality and value of products or services is simply no longer enough, but companies […]
5 (critical) reasons to integrate a quality management system into your customer service system
A customer service system is an important investment for an organization. Compliance, usability, integratability… There’s a lot of things to consider. The ultimate purpose of a customer service system is to improve work efficiency and make work easier for users so that they could provide a smoother service and better customer experiences. You should also […]
How to achieve customer service goals?
Quality assurance is probably one of the only ways to ensure that the goals set for customer service are achieved.
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.
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 customers interact with after a sale is made or when they have issues with your services. Customer support agents are the ones handling your company’s reputation, and the satisfaction of […]
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 services cover non-life, life, and pension insurance, as well as investment and saving services. LocalTapiola employs 3,500 people and the number of owner-customers is nearly 1.5 million. QualityDesk was first introduced at […]