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 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 even today still rely on Excel or other similar tools for quality assurance. These tools are tricky to use and rarely provide a full picture of quality or the current […]
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 a positive customer experience and a satisfied customer who is happy to continue as a customer or become one. The operating conditions of the company itself often depend on managing […]
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 […]
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.
