"When we first started out, peer reviews were mostly positive, but according to the latest analysis, 57% of reviewed tickets fell under ‘Room for Improvement’. I see this as a good thing showing that the system is working and we are learning a lot from each other.”
Customer service agents are one of the most attractive candidates for in-house hiring. Learn how to advance your customer service career, advertise your achievements and climb up the career ladder in support, or transition to another team.
How would you rate your customer service? Unless you do conversation reviews, you cannot really know that. Internal Quality Score is the outcome of support ticket reviews, which makes the quality of your interactions countable, trackable and comparable through time.
Which customer service channels are the best for your company? Should you shut down any of your current ones? To get a clear picture of the best customer service channels that suit your needs, you need to look at real data and your customer support goals.
Personal feedback can be a tough and uncomfortable thing to give and to receive. Use these 7 constructive feedback methods to provide tactful and efficient feedback to your customer service team and help them grow professionally.
Some find working at customer support stressful, while others have cracked the tricks to scoring high in every customer interaction. There are certain habits that successful customer service agents do to be good at their job.