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 needed is a systematic process combining real-time monitoring with regular feedback. But how does this work in practice? This will be revealed in the final article of this series on […]
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 but also the tools, organizational culture, and employees’ understanding of their role within the broader framework. Transforming the environment to support individual and team success is crucial, with quality assurance […]
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 and its importance in driving change. Leadership commitment is crucial for the success of any change initiative in a contact center environment. This involves not only allocating resources but also […]
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.
Customer service as a competitive tool: What is good customer service?
What is good customer service? Excellent customer service includes the following elements: The service is friendly and consistent, regardless of the customer service representative. The customer feels heard and understood and knows what will happen next. The matter is resolved in a single contact. Listening to hold music is kept to a minimum. There is […]
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 […]
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.
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.
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.