When auditing a quality assessment scale or QA scorecard in call centers, I commonly find that there’s no allowance given for an element to be “not applicable” (NA). For those experienced in quality assessment, this may seem like basic common…
How do customers feel about doing business with your company? Many companies gather and track customer experience metrics such as a Net Promoter Score (NPS), Overall Satisfaction (CSAT), and Customer Effort Score (CES). But what do these ratings mean? Once…
I was at a conference a few weeks ago and struck up a pleasant conversation with an insurance company’s Customer Service manager. In the course of conversation, I found out that our group had proposed doing some customer satisfaction research…
It has become vogue for call centers to have the latest, greatest software for monitoring and scoring phone calls. For most companies, the decision to purchase one of these products is no small consideration. These software options can be a…
I spoke a few weeks ago at the LOMA conference on Customer Service. LOMA is a great organization that caters to the insurance and financial services industry and my workshop was about “Avoiding Common QA Pitfalls.” I’m always interested in what I learn from…