Throughout my career in the contact center, I’ve had a love-hate relationship with quality assurance (QA). I was already two years into a role as [...]| Customer Service Life
Whether it’s called a one-on-one meeting, or a coaching conversation, or a performance check-in, this regular conversation between a supervisor and an employee is essential [...]| Customer Service Life
It’s been 10 years since I wrote an article on this blog about the importance of never saying “No” to customers. I also shared about [...]| Customer Service Life
Nothing can derail a perfect day in the contact center like a public comment from a customer calling your company out for a feature or [...]| Customer Service Life
Early in my career as a contact center manager, I did many things that make me cringe nowadays. One such thing was requiring my team [...]| Customer Service Life