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.
How many times have you canceled a one-on-one with your manager? How many times has your manager postponed yours? How many times have you rescheduled one with an associate?
“Mental health includes our emotional, psychological, and social well-being. It affects how we think, feel, and act. It also helps determine how we handle stress, relate to others, and make choices. Mental health is important at every stage of life, from childhood and adolescence through adulthood.”
Companies today are ever-evolving, and nothing stays the same for long. Change happens all around us, from technology to how you handle privacy, learning and development updates to improving your customer experience.
To optimize your conversions, track these four key SaaS customer service metrics. Here’s why these metrics matter, how to calculate them, and how to improve them.
When you use omnichannel customer service, your customers don’t have to repeat themselves even when changing communication channels. Here’s how it works.
By thoughtfully implementing escalation management practices, you can make sure customer issues come to the associates that are best equipped to handle them.
