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5 Things To Know Before Creating A QA Monitoring Program

[fa icon="calendar'] Sep 21, 2016 9:23:00 AM / by Jade Longelin posted in quality management,, quality assurance

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If you are working out the quirks and gathering all the needed information to create an efficient QA monitoring program, there are a few factors to take into consideration before you establish your QA monitoring plan in writing.

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8 Steps To Building A QA Program For Your Support Team From Scratch

[fa icon="calendar'] Sep 9, 2016 1:28:41 PM / by Jade Longelin posted in quality management,, quality assurance

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If you're reading this, it's probably because you are growing quickly and sure enough, you've found the need to build a sturdy foundation upon which to scale your customer service support team.

If I hit the nail on the head, then you should note that it’s important to start standardizing processes and setting the tone for the future now. Doing so will allow your team to be on the same page and provide a uniform customer service.

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Whatsapp: The Future of Customer Service

[fa icon="calendar'] Jul 28, 2016 2:33:49 PM / by Jade Longelin posted in customer experience,, quality management,, quality assurance

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Today's digital age is revolutionizing customer service. Thanks to easy access to information, customers have become more savvy and demanding. Although most B2C communication still happens by email and over the phone, more personal channels are starting to gain traction. As Millennials and Gen X occupy a growing percentage of consumers, it's important to cater to their habits and needs to stay on top of the game.

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Questions to Ask Before You Scale Your E-Commerce Store

[fa icon="calendar'] Jul 22, 2016 8:37:15 AM / by Jade Longelin posted in customer experience,, VOC, quality assurance

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You’ve defined your product, set up a catchy-looking website that speaks to your audience and created a killer marketing strategy. Sales are growing, business is flourishing.

But when your product starts taking over your home  and a warehouse or storage unit sounds like a good idea, it’s probably time you work out the logistics on a scalable plan so you can continue growing.

Expanding and managing your e-commerce logistics goes beyond renting a bigger space. Perhaps it’s time you let the professionals take over this part of the business so you can focus on scaling it even further.

Asking the right P&L questions and planning accordingly will ensure a  smooth experience for your customers. It may even save you from some potential blips down the road. Here´s what to watch out for:

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Simple Ways to Reduce Call Center Turnover

[fa icon="calendar'] Jul 8, 2016 9:00:00 AM / by Jade Longelin posted in training, employee engagement, quality assurance

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With call center turnover rates at 25%-35%*, it is a challenge to maintain quality customer service. The success of your organization depends on your staff, and if they're quitting, you need to ask yourself why. 
 
High call center attrition rates are heavy on the wallet. Between hiring, training, benefits and salaries, it is estimated that up to a quarter of annual staff expenses does down the drain. 
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Is Your E-Commerce Return Policy Scaring Clients Away?

[fa icon="calendar'] Jul 6, 2016 1:00:00 PM / by Jade Longelin posted in customer experience,, quality assurance

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If you have an online store, by obligation you have had to include an e-commerce return policy. As much of a hassle as it is to deal with returns and refunds, not having a return policy nowadays simply won’t fly with customers.

But having a poor return policy can also scare potential customers. It sends a message of insecurity, saying that you don’t guarantee the quality of your product or service. As a result, you might have low conversion rates and wonder why your visitors are filling their carts but not checking out.

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The Secret to Training a Multi-Generation Call Center

[fa icon="calendar'] Jun 29, 2016 12:30:00 PM / by Jade Longelin posted in Coaching, training, quality assurance, call center best practices

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Do we learn the same way we did 50 years ago? Biologically maybe. But the way we learn has drastically changed in the last half-century. Technology being the main catalyst for this generational learning curve. 

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9 Tips for Consistent Quality Across Channels For Award-Winning Customer Service

[fa icon="calendar'] Jun 10, 2016 11:45:03 AM / by Jade Longelin posted in customer experience,, quality management,, quality assurance

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The number one reason that customers stop doing business with a company is because of the poor service they received. Go online, and you’ll find thousands of YouTube videos of people sharing the gory details of their customer service horror story at a particular business and how badly they were treated.

With more selection and access to information than ever before, potential customers will probably keep in mind the 10 minute YouTube rant they saw next time they decide on where to buy a product from.

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Make the Most of Your Call Center Quality Assurance Using this Trick

[fa icon="calendar'] Jun 1, 2016 1:26:43 PM / by Jade Longelin posted in quality management,, quality assurance

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Quality assurance can often times be a disconnected process from the rest of the contact center operations. While quality managers are busy trying to improve agent performance, support managers are focused on keeping clients happy.

Although both managers have different responsibilities, their end goal is the same. This might not be clear at first sight as the relationship between QA and support managers is not always well-defined and often times the communication and data get lost in translation.

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How To Turn Raw Data From Your QA Scorecard Metrics Into Gold

[fa icon="calendar'] May 27, 2016 3:05:36 PM / by Jade Longelin posted in Feedback, training, quality management,, quality assurance

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Quality assurance and monitoring is a tough job. However, it's a very necessary one. Quality monitoring is what ensures that customer service standards are met and excelled through the use of an adapted set of metrics to measure agents' performance.

But once the data is gathered, what do we do?
How do we analyze it and take action upon it?

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