Giving feedback is something that almost all leaders still find a stressful experience, yet it’s a key part of the duties of anyone with direct reports. For your customer service to be world-class, you can’t just rely on the usual ‘go-to’ of...

PRESS RELEASE: December 2019

Improving people performance whilst maintaining employee satisfaction and retention is a year-round job. However, different times of the year present unique challenges that require additional thought and effort.

Most businesses measure their customer service using metrics that only tell part of the story. Measures such as NPS and CSAT are highly contextual, fraught with instrumentation difficulties and only relate some of your customers’ experience and...

A Quality Score is a great metric, yes, but QA can go way beyond just presenting a score to your business. The outcome of quality assurance, like any measurement inside your customer service teams, should be to improve customer satisfaction.

Can quality assurance have an impact on employee engagement? The benefits of high levels of employee engagement have long been understood. In fact, that so-called "wonder drug” has high correlations not just with customer satisfaction, but,...