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Home / Author: Ines van Dijk

Author: Ines van Dijk

Posted on March 28, 2023 by Ines van Dijk — Leave a comment

3 Skills Every Support Agent Should Have

If you’re looking to build out your customer support team and hone in on their overall quality, there are several skills that your agents need to have.

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Category: Quality Learnings
Posted on March 28, 2023March 28, 2023 by Ines van Dijk — Leave a comment

Creating a scorecard that works for your business

Creating a quality assessment scorecard that suits your business is something not all Customer Support teams do. Some feel their team is too small, others do not see the value in assessing quality as a specific metric.

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Category: Quality Learnings
Posted on March 28, 2023March 28, 2023 by Ines van Dijk — Leave a comment

Defining Quality In Customer Support

A never-ending question for folks in the Customer Support world is: “How do we increase the quality of our replies?”. You want your customers to get the best possible service and your agents to know how to provide that level of quality.

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Category: Quality Learnings
Posted on March 28, 2023March 28, 2023 by Ines van Dijk — Leave a comment

Teamwork As A Marker For Quality

Teamwork makes the dream work. I recently spoke to a friend of mine; how well are students taught to work as a team these days? His opinion: academics are taught to focus on individual performance rather than real-life examples of how to work together.

Continue reading Teamwork As A Marker For Quality
Category: Quality Learnings
Posted on March 28, 2023 by Ines van Dijk — Leave a comment

A Quality Podcast – Episode 1

Natavia Morris-Lambo is the QA Specialist at Peek.com.

In this (first ever!) episode, Natavia and Ines speak about how Quality is done at Peek, what constitutes a ‘good’ conversation, and who does what in the QA process.

Category: A Quality Podcast
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Podcast

Learn more about QA from world-leading experts. Follow the podcast here.

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QA E-course

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