We joined a couple hundred CX leaders in Portland, OR for the Support Driven Leadership Summit for a couple of days of learning and connection. Here's what went down.
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Let’s explore the benefits of outsourcing, guide you through selecting the right outsourcing partners, and help you integrate outsourced services seamlessly into your existing operations.
Business process outsourcing (BPO) involves partnering with a third-party to deliver services to your company. Here’s how using a BPO benefits companies.
Hiring great customer service agents is one thing, but making sure your support team is set up to operate like a well-oiled machine long-term is an entirely different challenge, and that’s where customer service training comes in.
Here are our best tips for giving employee feedback that improves performance and gives team members the tools they need to succeed, whether they’re on your sales team, customer service team, or quality assurance department.
To provide excellent customer service, quality assurance is a vital consideration. We’ll explain why and how you can implement a helpful QA program.
It seems almost cliché but here it is: customer expectations for service are getting higher (and will be even higher in 2022). Craig Stoss shares three ways to meet customer demands without losing your mind (or your team).
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Kim Wagner, Head of Quality at PartnerHero, wants you to forget everything you’ve ever heard about Quality Assurance (QA) programs. In her mind, traditional QA programs used by most companies and BPOs are biased, incite fear in employees and - perhaps most damning - do little to help customer support teams improve the quality of customer interactions.
After eight years of hypergrowth leading training for Airbnb’s 250 person Global Safety & Claims team, Robyn Barton joined PartnerHero to head up Learning & Development in September.
I had the opportunity to lead a quality assurance program for a chat project back in 2013. One of the biggest challenges was motivating employees to take ownership of their development.
Implementing quality assurance practices in your support environment will enable you to enhance the quality of customer interactions, ensure customer satisfaction, increase efficiency, and optimize performance.
One of the most important elements of receiving feedback is understanding. Seems obvious, doesn’t it? Well, that’s not always the case. Sometimes “understanding” isn’t our immediate response to feedback, because we’re too busy being blinded by the “wrong things” we had pointed out to us during it.
Have you ever been in front of an audience ready to give a speech, and then, all of a sudden, you freeze? Or you lose your voice? Have your palms started sweating uncontrollably?
Being a customer is a pretty universal experience. So if we all do it, why are we so often disappointed by the customer experience we receive?
With nearly every market becoming saturated with endless options and closely competing offers, customers now have more power over your business’s success or failure than they’ve ever had before.
