skip to Main Content

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…

Read More

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…

Read More

Upselling Basics for Customer Service

  • September 12, 2019

Guy Kawasaki recently created a lot of buzz with his Art of Customer Service post. I found a couple of people responding with the same thoughts I did, including Starbucker, who shared my concerns with Guy’s admonition to nev er upsell on customer service calls. I mentioned in a previous post my concerns with companies who are pushing the upsell too hard. Nevertheless, upselling can be done well…

Read More

5 Ideas for Putting the Conversation in Your Coaching

  • September 12, 2019

I was sitting in the corner of a small conference room as the supervisor started their call coaching session with a CSR. The supervisor cut right to the chase, playing the call in question. I sat and listened. It was a decent call. Sure, there were a few little things that needed to be addressed, but it wasn’t bad at…

Read More