Intelligentics CEO, Tom Vander Well, was interviewed this week by Phil Gerbyshak on his "Conversations With Phil" series on Linkedin. Tom and Phil met as bloggers over ten years ago when Phil managed a contact center and Tom was writing his blog Service Quality Central. Phil has been a long-time presence in social media business circles. In his "Conversations with…
When the team at Intelligentics began assessing our client's phone calls, it was the early 1990s. How different things were in the early days of doing Quality Assessment (QA) of calls between clients and their customers. Back then, we often used high-end cassette recorders plugged into a phone jack in the client's utility room. From cassette tapes to voice-activation, to…
Our Intelligentics team was recently coaching a client's customer service agent for the first time. She exemplified one of the common struggles we encounter in our assessment and coaching of front-line agents. She thought that her customers were just like her. Most people don't stop to realize it, but we all tend to let our egos assume that we are…