From the course: Customer Service: How to Adapt to Changing Customer Needs
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Maintain contact quality through QA software
From the course: Customer Service: How to Adapt to Changing Customer Needs
Maintain contact quality through QA software
- In a world where customers expect things faster, how do you ensure you're delivering not just quicker service, but high quality service? This is a challenge for any customer support team, but especially challenging when customer needs are always changing. To be sure quality doesn't get short shrift, I think every customer support organization needs a quality assurance program where agent contacts are regularly monitored and evaluated for accuracy. It ensures that every interaction meets high standards and keeps customers happy. QA programs are also excellent ways for ensuring your agents adapt to policy changes and customer needs. Without them, you're left guessing if your team is keeping up. If you don't have a quality assurance program for your customer support team, start by creating a scorecard with four to six key pillars that represent the values you want to project to customers. Include policy and process adherence as a key pillar or disperse it throughout. Use binary yes no…
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