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“Not Applicable” is Definitely Applicable

  • October 14, 2019

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 sense, but my experience has proven that it is a frequently overlooked element when scoring or analyzing phone calls. If you’re…

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Perceptions are reality.

  • September 12, 2019

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 you know one or more of these numbers, what do you do next? At Intelligentics, we focus on helping you…

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Where Do You Invest Your Research Dollars?

  • September 12, 2019

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 for his company. He explained to me that his superiors chose to spend their money on some different research, not…

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Buyer Beware! QA Software Considerations

  • September 12, 2019

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 major investment running well into six figures on just the initial capital outlay. I’ve had the experience of working with…

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How Many Calls Should Your QA Analyze?

  • September 12, 2019

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 these conferences. You get a feeling for the hot issues in call centers. The question that seemed to raise the…

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