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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.
Data cleansing (or cleaning), is used to refer to the process of detecting and correcting inaccurate, corrupt or unusable data. It is an essential step before any data analysis project, since every step after it assumes the data is “clean” or, in other words, trustworthy and accurate.
In Part 1, we were introduced to the main data types and what you need to look out for in your dataset before you set out to clean it. Here, we will be taking a look at the actual cleaning steps required to get your data ready for service.
Customer service challenges can go beyond slow response times. Understanding these eight common customer service challenges can help your team prepare.
The outsourcing industry is notoriously confusing and we’ve all heard horror stories about what can happen if you choose the wrong vendor. We compiled a list of six questions you should absolutely ask each outsourcing vendor that you consider to help determine if they will provide a quality service.
An effective customer service strategy is a cornerstone for building lasting customer relationships, driving customer loyalty, and enhancing overall brand reputation.
How to choose the best phone tool for your customer service team? Craig Stoss breaks down the important considerations so you can pick the right tool for your customers, your team and your business.
These nine customer retention strategies improve your onboarding, support, and feedback loops so you can effectively build loyalty and gain referrals.
Let’s go through some of the very first steps and processes you can start considering and implementing when you’re thinking about focusing on more customer-centric growth strategies.
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Let's take a look at some of the best companies to outsource customer support to, and what to look for when searching for an external team to handle your customer support operations.
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.
What is follow-the-sun and why should you care? In this post we share an overview of what follow-the-sun means, why it is an important model for every business to consider and how to operationalize it.
