Blog Home

AllTop Stories
Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.
CX Leadership & Strategy

Customer Service Management 101: Everything You Need to Know

June 14, 2021
0 minute read

Successful customer experience teams know that checklists and scripts don’t build trust with people; only other people can do that. If you want your customers to leave an interaction satisfied, you need the human touch. People really hate feeling like they’re talking to a robot—especially when they know it’s a live person on the other end.

To help your agents succeed, give them space to be human. The days of agent micromanagement are over—that kind of leadership only left agents feeling resistant to change, and left customers unhappy. These days, teams are leaning on software to automate the more mundane aspects of coaching, freeing managers up to focus on the person in front of them in their coaching sessions. This renewed emphasis on independence, trust, and growth leads to happier agents, and happier customers. As CX leaders, focus on the following when you’re coaching your agents:

More Independence, Less Micromanagement

CX agents want to feel trusted, and that comes from autonomy and less micromanagement.

Hovering over an agent’s every move will make them less confident in their performance. Allow them the space to be independent by giving them the reins to handle customer interactions from start to finish. They’ll use their QA scores to see where they’re succeeding and which areas need more work.

Set up processes that will empower employees to solve problems on their own. For instance, say your athletic clothing business messes up a customer’s order. 

Allow the agent who is handling the conversation the freedom to offer a form of appeasement based on the company’s policies (for example, a $20 gift card and a shoebag on top of replacing the original order). 

This gives the agent the space to customize the offering based on the agent’s understanding of the customer’s experience and needs, instead of following a formula. If the customer had professed a love of pink activewear for example, the agent could’ve gone the extra mile and offered the gift card and shoebag both in a matching shade of pink. Offering a customized form of appeasement for a bad experience is sure to lead to great CSAT, and a loyal customer.

Give Agents the Tools They Need to Succeed

Sharing ownership of an agent’s growth and performance with them leads to a more engaged workforce, while highlighting their expertise, and leading to a higher level of satisfaction. It also gives visibility into what needs improvement for better customer service management with clients. Start by providing agents with the tools they need to succeed: clear expectations, opportunities for growth, and software that guides them along the way.

Set Clear Expectations

Setting clear expectations of your team might sound restrictive, but when executed well, can be the most freeing policy change you can make.

In the appeasement example above, clear expectations were set for the agent: follow the appeasement chart, select the right appeasement, and customize it to the customer. Beyond this, the agent was given the leeway, trust, and independence to execute in a way they saw fit. Of course, this comes with a lot of practice and training—which is where QA scorecards come in.

QA scorecards spell out the team’s expectations of customer interactions, and therefore, what agents should and should not do. They provide a framework for agents to refer to, track their progress, and improve upon. Setting these clear expectations empowers agents to be creative within those boundaries, and removes the constraints of robotic scripts and flowcharts.

Having QA to set and check expectations also gives agents a voice. 

Take the team at LevelUp, for example. Their QA program allowed agents to have full access to their QA scores and performance metrics, allowing them to track their progress against the clearly defined goals. More importantly, because the expectations had already been agreed upon and codified in the scorecards, agents had the ability to request a grade review if they disagreed with the grades they’ve received, and point to the original scorecards to back their claims up.

Provide Training and Learning Opportunities

There’s always room for growth in the world of customer experience. Providing training and learning opportunities lets your agents know you’re willing to invest in them, thus heightening their job satisfaction, and leading to better engagement and lower employee turnover. 

Having a QA program gives managers the data they need to plan for coaching sessions with their agents, and surfaces areas of growth as well as opportunities for improvement.

Here’s what an average CX team’s QA dashboard looks like. It’s immediately obvious which agents are struggling, and which agents need more help.

Screen Shot 2021-05-13 at 12.27.55 PM.png

Equipping agents with tools like QA as part of your customer service management processes ensures that they’ll perform better. Going the extra mile to pair QA with services like an LMS or Screen Capture provides agents with highly contextualized training with a single click.

Celebrate Your Agents’ Successes

People appreciate it when their wins are celebrated—no matter if they’re big or small. It makes them feel appreciated, and in the case of bettering customer service management, it motivates agents to keep performing to the best of their ability.

While these celebrations can take the forms of prizes for best performing or most improved agents, some managers use tools like MaestroQA’s Agent Slack Shoutouts to celebrate good customer satisfaction ratings. If an agent receives good results on the CSAT survey, a shoutout is sent to the entire team. 

Celebrating wins like these are a great way to uplift agents by showing them your appreciation, while giving them the chance to share what went well with their teammates, and allowing the whole team to learn from one agent’s success.

It’s Time to Start Coaching

Ready to turn the page on micromanagement? Shift your focus from catching mistakes, to providing great coaching with MaestroQA today. Request a demo here.

Previous Article

Mastering Customer Interactions in the Age of DSAT

The Essential Guide to Chatbot Quality Assurance: Ensuring Excellence in Every Interaction

Navigating AI Implementation Strategy in Customer Experience: Risks and Strategies

Elevating Call Center Performance with Six Sigma and MaestroQA

Elevating Business Excellence Through Non-Customer-Facing QA: A Strategic Imperative

Elevating Trust and Safety through QA: How TaskRabbit Sets the Standard

Unlocking Superior CX: The Bombas Blueprint for Quality and Coaching

Unleashing the Power of Customer Conversations: Top 6 Tech Trends Revealed at the CX Summit

Important Factors to Consider when Exploring Sentiment Analysis in Customer Support QA: A CX Community Discussion

Agent Empowerment: 5 Tactics for Customer Retention from Industry Leaders

Mastering Agent Onboarding: Quality Assurance Lessons from ClassPass

Driving Business Impact with Targeted QA: Insights from an Expert

The Transformation of QA: Driving Business Results - Key Takeaways from MaestroQA’s CX Summit

How Angi Unlocked Growth and Continuous Improvement with QA

De-Villainizing QA Scorecards with Hims & Hers Customer Service

How to Revamp QA Scorecards for Enhanced Quality Assurance

The Art of Outsourcing Customer Support: Lessons from Stitch Fix's BPO Partnership

Writing the Auto QA Playbook & Transforming Customer Support

Advancing Customer Service Metrics with AI Classifiers

MaestroQA Named One of Comparably’s 2023 Best Workplaces in New York for the Second Consecutive Year

How to Maximize Call Center & BPO Performance | MaestroQA

MaestroQA Named on Comparably’s Best Workplaces in New York

CX Strategy: The Future of AI in Quality Assurance

Elevating Customer Satisfaction with Visibility & Coaching

Champion-Challenger Model: Improve Customer Service In BPOs

5 Key Strategies to Supercharge Your BPO Partnership

How Customers Collaborate with Their BPO Partners Today

Kick Start Your Customer Service BPO Partnership Successfully

BPO Call Centers: Best Practices for Quality Assurance

Empathy in Customer Service: Everything You Need to Know

Call Calibration: What is It & What are the Benefits?

Increase QA Team Alignment with Call Calibration & GraderQA

Measuring An Organization's 3 Ps: People, Process and Product

How to Onboard Your Customer Service Team to a New QA Program

Average Handle Time (AHT): How to Calculate & Reduce It

Should You Have Dedicated Quality Assurance Specialists?

The Top 4 CX Books Recommended by Our QA Community

How Top eCommerce Brands Ensure Exceptional Customer Service in a Remote World

21 Key Customer Experience Definitions for QA Professionals

5 Key Components of a Remarkable Customer Service Experience

Customer Service Management 101: Everything You Need to Know

A Guide to Customer Service Quality Assurance Programs

The Ultimate Guide to Improving First Call Resolution (FCR)

The Key to Customer Service Coaching Is More Data (and Fewer Opinions)

How to Refresh Your Call Center Quality Monitoring Scorecard

How to Update Your QA Scorecard

The 9 Customer Service KPIs Needed To Improve CX

3 Ways to Test Your Call Center Quality Assurance Scorecard

Leveraging Customer Sentiment to Improve CX in Call Centers

This Is What an Effective Customer Service Coaching Session Looks Like

What is DSAT and 5 Steps to Improve It

Customer Experience Management and Quality Assurance Jobs

How Deeper CX Analytics Lead to Better CSAT | MaestroQA

Achieving Effortless Customer Experiences (CX) with QA

How to Create an Omnichannel Call Center Quality Assurance Scorecard

Beyond Low CSAT Scores: Finding the Root Cause of Poor CX

Customer Service Coaching 101: Improve Agent Performance

Build the Ultimate QA Scorecard Process for Email and Chat

MaestroQA's Aircall Integration: Bring Your Calls to Life

Call Center Quality Assurance with Zola and Peloton

Auto-Fail in Call Center QA: What It Means and When to Use It

Why Poor Agent Experiences Happen (and How to Fix Yours)

20 Call Center Coaching Tips to Boost Agent Performance

Why Getting Buy-in for Quality Assurance is Essential

Setting Up a Grading Cadence for Your QA Scorecard

How to Avoid Bad Customer Service as you Scale your Business

Building a New Call Center Quality Assurance Scorecard

What CX Leaders Need to Know About Ecommerce Industry Trends

Call Center Cost Per Call: How to Calculate & Reduce It

6 Tips to Automate Your Customer Service Management Process

Quality Assurance and Training with Seismic Learning & MaestroQA

11 Customer Service Training Ideas and Skills for Your Agents

The Past, Present, and Future of Quality Assurance

고객센터 품질관리를 위한 QA전문가가 꼭 필요할까요?

Improve CSAT Scores: Understanding Your Experience Blindspot

What CX Leaders Need to Know About Security and Compliance

Streamline Your Call Center's QA Program With 4 Key Features

How Customer Experience Teams Can Impact a Company's Brand

Customer Loyalty vs. Customer Retention: Which Matters More?

Empathy & Authenticity: Customer Service Skills to Improve CX

How High-Performing CX Teams Build Accountability

Five Questions to Jumpstart your QA Scorecard Research Process

How to Improve Call Center Agent Performance: 6 Key Tips

3 Ways to Improve Your CSAT Score through Quality Assurance

3 Strategies on How to Increase Customer Loyalty

A Guide to Net Promotor Score (NPS) for Customer Service

Reasons for Call Center Attrition Rate and How to Reduce It

Voice of the Customer (VOC): A Guide for Great CX Teams

What’s Really Behind Your CSAT Scores? Diving Deeper

How CX University Improves Brooklinen’s Agents Performance

Understanding Customer Effort Score (CES) & How to Measure It

Improving the Customer Experience with DSAT Scores

5 Tips for Customer Service Coaches in Call Centers

Your Most Important CX Metric Is Your QA Score - Here's Why

How Agents Can Make the Most of Customer Service Coaching

How to Grade Customer Service Calls

Why Top-Performing CX Teams Focus on Workforce Engagement

Improve Customer Satisfaction with a CX Quality Management Program

Customer Service Training and Quality Assurance – How Lessonly and MaestroQA Close the Loop

How to Calculate CX Quality Assurance Scores