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.Continue reading 3 Skills Every Support Agent Should Have
Author: Ines van Dijk
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.Continue reading Creating a scorecard that works for your business
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.Continue reading Defining Quality In Customer Support
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
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.