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Key Elements of an Effective Apology: Why Apologies Go Wrong

There have been several high-profile apologies – or lack thereof – in the corporate world of late. It has me reflecting on the quality of an apology – something I talk about often in my line of work as a Vice President of Customer Engagement for VereQuest. Customer Service Representatives…

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Empathy is NOT the Solution

Empathy is big nowadays. All the customer service reps are trained to be empathetic. They are told to put themselves in the shoes of the caller, and experience the problem from the callers point of view. And – full disclosure here – as a trainer of customer service personnel I…

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[Part 3] How to Choose an Outsourced Quality Monitoring Partner

This is the third post in a 3-part series about outsourced contact center quality monitoring. Click here to read the first two posts: Part 1 – “Why the Time to Re-Evaluate Your Contact Center’s Quality Monitoring is Now!” Part 2 – “Is Outsourced Quality Monitoring Right for Your Business?” There…

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[Part 2] Is Outsourced Quality Monitoring Right for Your Business?

This is the second post in a 3-part series about outsourced contact center quality monitoring. Click here to read the first and third posts: Part 1 – “Why the Time to Re-Evaluate Your Contact Center’s Quality Monitoring is Now!” Part 3 – “How to Choose an Outsourced Quality Monitoring Partner”…

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[Part 1] Why the Time to Re-evaluate Your Contact Center’s Quality Monitoring Program is NOW!

This is the first post in a 3-part series about outsourced contact center quality monitoring. Click here to read the second and third posts: Part 2 – “Is Outsourced Quality Monitoring Right for Your Business?” Part 3 – “How to Choose an Outsourced Quality Monitoring Partner” In today’s business environment…

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Customer Experience – Just Another Catch-Phrase?

I am dating myself, but back in the late 80’s I authored a strategic plan for a major financial institution brazenly titled “Relationship Banking for the 90’s” and I went on to present my observations and predictions at conferences throughout North America.  In fact, what I was talking about was…

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The Tough Get Going: How to Adapt Customer Experience Strategy in an Evolving Economy

Being simply ‘satisfied’ no longer reflects the attitudes of loyal customers.  Today’s customers have been changed by recent economic difficulties. Their buying habits and decision-making processes look vastly different than those of the loyal customers you might once have taken for granted.  Over the last few years, companies have been…

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[eBook] The Case for Quality Monitoring in a Speech Analytics World: What’s Working and What’s Not

How many calls does your contact center receive on any given day? Thousands? Hundreds of thousands? Evaluating performance and identifying trends in the data those calls create was once an insurmountable task.  That all seemed to change when speech analytics entered the picture. Our latest eBook takes a pragmatic look…

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Saying “No” to “No” – The Art of Positive Language in the Call Center

No one likes to hear the word ‘no.’ It is an obstacle and an irritation. It stops us from moving forward on our chosen path. And when we run into this block, most of us will try to get around it. Even those of us who don’t make a significant…

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4 Reasons Why Customer Surveys Are Challenging and 1 Under-Utilized Alternative

We all know how important it is to check-in with our call center customers from time to time to see how we are doing … from their perspective, not ours.  However, for some companies, that can be a challenging prospect. Indirect Relationships. The first barrier is whether or not you…

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