A VP of Sales recently told us, “We have had a great two quarters signing up new customers but our revenue is flat … it’s going out the bottom of the bathtub faster than we can fill it”.

Q – My team and I spend a lot of time debating and calibrating our QA measures with the front line, and we can’t even agree whether or not it’s making any real difference for improving our customer satisfaction scores. What is the function of QA for improving Customer Sat?

There is a very powerful link between “Customer Satisfaction” – their most recent opinion of your company – and “customer loyalty” – their behaviours towards your company.

Q – As VP of a 4-centre operation, I am trying to simplify and develop consistency between Contact Centres. Customers get a different experience in terms of accuracy of answers, attitude, frequency of handoffs, and how we handle complaints. How can we develop one consistent approach?

Repeat Calls, Cost per Call, Error Rates, Employee DisSatisfaction & Customer DisSatisfaction – as one executive recently put it; “… the real cost is unintentional employee confusion and that customers no longer trust our people or our brand.”

Q – We just started a home agent program in our company and want to make every effort to have our home agents live and feel our on-site customer-centric culture. How we can be proactive to do this?

Client demand for a seamless, multi-channel experience is rising and we need to step up to meet new needs.

Before you recruit Agents for your Social media team, decide on a “skill profile” that’s relevant to the role. To name a few – good grammar, proven track record of strong customer care and…

Q – As front-line leaders, we are expected to coach our agents on delivering great customer service, but it seems like such a broad term and I struggle to explain what it really means to my agents. Can you give me advice on how I can make it clear and specific and be able to coach to it effectively?