Posts Tagged "communications"


Don’t Lose That Sense of Customer Service Wonder

Share this article: I was in one of our contact centers the other day and had the opportunity to sit next to one of my awesome colleagues, Nicole. I listened in as she worked with a couple customers on the...
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9 Questions to Ask When Designing a Quality Program

Share this article: If you’ve worked with a customer service team for any length of time, you’ve likely encountered a quality assurance form at some point. These forms might feature a variety of scoring methods and include elements to evaluate...
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In Customer Service, You Must Choose Between Speed and Wow. Or Do You?

Share this article: Our client’s customer satisfaction (CSAT) scores were below goal and there was pressure to turn them around. I spoke with members of that team and they cited policies and various product failures as the probable drivers for...
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Why I Fired My Bank and Chose a New One

Share this article: I’ve had an on again, off again sort of relationship with my bank over the past 15 or so years. For the typical day to day stuff they’ve been good. The moment something goes wrong, however, I’ve...
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9 Insights Gained from Opentalk 2017

Share this article: Photo Credit: Jeremy Watkin – Talkdesk Head of Platform, Robert Sur showing some of the exciting apps available in AppConnect. I had the privilege this week of attending the 2017 Opentalk Summit by Talkdesk in San Francisco....
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Building Word Clouds with the Best of Them

Share this article: Word clouds are a great way to visualize what’s really going on within a huge blob of text. One of my favorite things to visualize with a word cloud is all of the verbatim customer comments from...
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Socially Aware

Share this article: When I was the age of my oldest son (11), the internet, smartphones and tablets did not yet exist and personal computing in general was slightly more than a thought bubble. Those times were neither better nor...
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Confessions of a CSAT Superstar

Share this article: I recently had the opportunity to spend some time with one of our customer service teams — one where we’re actively working to improve their customer satisfaction (CSAT). As a part of the initiative, I “side-jacked” with...
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FCR Solutions Spotlight: 5 Tips For Using Zendesk Better

Share this article: Jeremy Watkin, Head of Quality for FCR, and Travis Wild, Project Manager for FCR, sat down together to discuss how you can use Zendesk better in your Customer Service operations. They provide 5 tips to help improve the...
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Comparing 2 Responses to the Same Customer Service Problem

Share this article: I frequent the same Starbucks fairly often on my way to work — typically when I have some time to write articles like this. My drink of choice is often Jade Citrus Mint tea. I mix it...
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