The unconscious bias that lurks in customer service
When we treat customers differently we are creating an 'unfair' environment that does not support customer loyalty. "Unconscious Bias" ...
The unconscious bias that lurks in customer service
Third-Party QA for Outsourced Contact Centers
Managing Irate Customers in Customer Service
60 Days + 5 Ways to Lift your Call Center Net Promoter Score
4 Reasons Why Customer Surveys Are Challenging ... and 1 Under-Utilized Alternative
When English is Your Second Language
10 Tips for a Great Call Center Agent Training Experience
Top 10 Qualities of a GREAT Call Center QA Analyst
Internal or Outsourced QA? Things to consider
The Latest Trends in Quality Assurance
Best Practice: Managing a QA Calibration Session
Constructive Thinking in a Customer Service Environment
4 Ways Agents Can Leverage Empathy To Build Better Customer Relationships
Outsource QA for your Outsourced Contact Center BPO Partners
How to Leverage Questioning to Deliver Tailored Advice
3 Great Reasons to Outsource Your Call Center QA
Contact Center Outsourced Quality Assurance Primer
Moving from an "Exhausting" to "Effortless" Experience
How to Leverage Empathy to Build Better Customer Relationships
Customer Experience – Just another catch-phrase?