Quality Assurance and CSAT - SYKES

Does Great Quality Assurance Always Translate to a Better Customer Experience?

Experts in many fields, including customer service, can make the mistake of relying on one-size-fits-all solutions that don't actually work for every problem. These panaceas tend to be driven by two main factors: common sense and conventional wisdom. When common sense and conventional wisdom aren't supported by hard data, however, those strategies need to be revised. Always keep in mind that ...
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Customer Satisfaction Strategy Tips - SYKES

Prioritizing Unhappiest Customers May Be Costing You

The most universal rule of effective customer service strategy is that it is people focused, but data driven. When it comes to qualitative data, that usually takes the form of customer satisfaction survey results. With the popular five-box model of customer satisfaction, customers are separated into the following groups: “very satisfied” (top), “satisfied,” “neutral,” “dissatisfied” and “very dissatisfied” (bottom). We'll ...
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