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.
Team building isn’t usually the first topic to be discussed about managing remote teams, but we shouldn’t ever underestimate its importance.
"Quality is alive and constantly changing. We’re always moving the goalpost to improve quality and, ultimately, customer experience." - Giulia Gasparin, QA Manager
Coalesce is a digital products agency based in New York that had a challenge: streamline testing and let their dev team focus on building new features - not on testing.
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.
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Erica started her career in marketing but moved into success and support roles 10 years ago, never looking back. Read how she built a 30-person support team from scratch that proved to be the growth engine for the company.
Conducting your study while using the incorrect sample size comes with the risk of obtaining biased results, and therefore drawing incorrect conclusions. Here's a guide for you.
When done strategically and with proper planning, outsourcing customer service can help create more loyal customers and a healthy, thriving company.
To understand the full benefits of omnichannel customer support, it's important to differentiate it from multichannel customer service and explore some best practices that can improve your service delivery—let’s do that!
With a well-thought-out onboarding plan, your agents will be better prepared for the job and more engaged in the work they do, resulting in a stronger team and happier customers.
It’s challenging to maintain an in-house help desk that’s always available to deal with your customers’ concerns—help desk outsourcing could be the solution.
In order to improve your customer experience, you must first understand it. Customer service KPIs can point out where your team can make changes.
