Posts Tagged "Quality"


Creating A Customer Service Quality Assurance Form Doesn’t Have To Be Scary (Here’s How)

Share this article: This article was originally published on the MaestroQA blog on December 2, 2018. Click here to read the original post. Creating a quality form for your customer service team can be a scary task. Questions abound. How...
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A Miscellaneous Lot of Thoughts on Quality Scoring

Share this article: Over the past year or so I’ve had many conversations about contact center quality assurance — some of which I’ve shared in past articles. As I was scanning my list of blog post ideas, I realized I...
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3 Reasons Why Customer Satisfaction Should Not Replace Quality Assurance

Share this article: This article originally appeared on the CustomerThink blog as part of my monthly column on June 12, 2018. Click here to read the original. Not long ago I saw a demo of a cool product for gathering...
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The 3 Whys Behind Yes/No Quality Scoring

Share this article: Without exaggeration, I think I’ve seen quality forms for a hundred different companies in my tenure at FCR and can confidently say that they come in all different shapes, sizes, and flavors. Some of that’s to be...
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The Top 3 Lessons I Learned in 2017

Share this article: This article was originally published on the ICMI Blog on December 21, 2018. While it’s been a couple months, these lessons are still relevant. Click here to read it. Looking back over the past year of working...
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Quality Scores: Are They Really Necessary?

Share this article: Pretty much every contact center on the planet has some sort of a quality assurance process — or so I learned when I contracted with an outsourcer a half dozen years ago. Since going to work for...
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Contact Center Training and Quality – They Belong Together

Share this article: Co-written by Jeremy Watkin & Sheri Kendall-duPont In contact centers, training and quality are often mutually exclusive functions. Training is responsible for preparing new agents to support customers from the time they begin employment to the moment...
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FCR Promotes Jeremy Watkin to Director of Customer Experience

  Media Contact: Joe Goedereis Social Media & Marketing Manager FCR 541.673.2495 *protected email* FOR IMMEDIATE RELEASE EUGENE, OR – September 25, 2017 FCR, the premier provider of outsourced live agent call center and business process solutions, announced 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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Transform Customer Service Into A Customer Insight Machine

Share this article: I’ve spent most of my professional career in a contact center, and let me tell you what us customer service operations folks are really good at. We excel when it comes to putting enough people in seats....
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