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Customer Service E-books

Interviews, research and best practices from world leaders in customer support. No sales pitches, just unique insights we collect from your peers to help you provide better customer service.

How to give call center quality feedback that works

In order to learn and grow, customer service agents need top-notch feedback.

It is an essential part of the quality assurance framework for your call center. Quality feedback in a call center can be tricky, though.

To help you set your customer service team up for success, we’ve rounded up our best call center quality feedback examples that work.

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Customer Service Goals 2022 + SMART Examples

Customer service goals are targets that can inspire, engage, and motivate your customer service team.

Working together to achieve a common goal — it’s a noble cause, but how exactly do you accomplish it? Your customer service goals can be a source of inspiration for your entire team — if you set them up for success.

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Customer Service Quality Assurance Checklist

Customer service quality assurance (QA) has shifted from a nice-to-have to a crucial department within most modern service teams. The hardest part of QA is the first step — setting up your QA checklist.

If you are setting up your customer service team’s QA program, you’re probably asking yourself a number of questions. How do I define quality for my team? How do we measure it? Download this free e-Book to find the answers of these questions.

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15 essential strategies to improve customer service performance in 2022

Having the tools to show your team their performance and impact on the customer experience can help them improve their performance. The right tools will help you take corrective action before it is too late. Genuine, continuous conversations with your team will help them improve their performance and increase your customer retention rate.

Here you’ll learn 15 strategies to improve customer service performance in 2022, so let’s dive in.

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10 Unique Quality Assurance Templates for Brilliant Customer Service

Quality assurance is a crucial component to delivering top-notch customer service. It’s the practice of making sure that every product or service meets or exceeds a certain standard of quality.

In order to make sure you’re providing beyond-expectation quality, you need a plan or template to follow every time you encounter a customer.

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17 Roads to Improved Quality Assurance with Performance Coaching

What are the actionable steps you can take to get your Quality Assurance to the next level? And what does Performance Coaching have to do with it? In this handy guide, we’ll walk you through the concepts and give you 17 working strategies for improved results.

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Customer Support Agent Empowerment Report

This report provides groundbreaking insights into the minds of the world’s support heroes. We hope this helps you better understand what your agents require to succeed and in turn, develop healthier, more productive customer service teams.

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Quality Assurance Handbook

How and when should you implement customer service quality assurance in your support team? In this handbook, we’ll look at what customer service QA is, why it’s important, how to scale your processes, and more.

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Scaling Success

How 10 of Europe's fastest-growing startups overcame the challenges of scaling and took their customer service to another level

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Operational Efficiency

The leading customer service experts in the e-commerce industry share their tips and best practices for boosting operational efficiency in peak and low periods.

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Interviews with customer support professionals from leading companies, including: