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.
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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.
The purpose of measuring ASAT is to proactively identify risks such as burnout or lack of engagement, and ensure the team is happy doing the work they’ve been hired to do.
Breaking up with a client is the process of ending a business relationship that isn’t working either for the customer or the business. Here's how to do it right.
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).
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.
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.
