30 Jan QA Challenges: A Philosophical Approach
The ancient philosophers understood challenges. Customer service QA challenges don’t have to ruin KPI. Instead, they can be a call to action....
Customer Satisfaction Blog
23 Jan Smells Like Bad Service
Customer service that stinks leaves a lasting impression. The Automated Menu Goes Round and Round Repetition may have been fun when you were three. "Play the song again, Dad!” As an adult trying to solve a problem it is maddening. Automated menus that never address an issue...
16 Jan Reasons Not to Use a A Customer Service Script
Despite her best performance, the customer service script Jessie was required to use didn’t win her an Oscar and it didn’t answer the customer’s questions. Though they have some useful applications there are reasons not to use a script in customer service....
09 Jan Help Your Agents Stay Energized at Work
Ann started her day with a double espresso and a quick lap around the block, but by 2pm she has been staring at the same customer service ticket for ten minutes and can’t remember what her last action on it was. She’s so tired she...
19 Dec The Customer Service Gig
Sick of hearing about the gig economy yet? If you haven’t heard the term likely you’ve been living under a proverbial rock. Is the gig economy rising? That depends on which source of data you read. Still, the customer service gig is rising. Tell Me What You...
12 Dec Gig Economy: Rise, Fall and Change
During the recession the gig economy became an alternative to unemployment. You could hear crickets in the silence of the traditional job market. Inhale deeply and you could smell the fear too. Even well educated workers with solid resumes saw their unemployment benefits exhausted before...