Bombas: Why Future CX Leaders Are Getting Their Start in Quality
Hear from Nick Martin, Director of Customer Happiness at Bombas, on how Quality has shaped his career, and why the next generation of VPs and C-Suite execs will need a strong grounding in QA.
June 26, 2021
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Guide
The Ultimate Guide to Agent Retention
Creating meaningful agent experiences is the key to retention. Learn how to increase agent retention on your team with 4 specific strategies.
November 22, 2021
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Blogpost
Customer Service Quality Assurance: The Secret Weapon of Scaling Businesses
Learn how to create a customer service QA program that helps you scale your support team, without affecting quality of customer support.
Creating meaningful agent experiences is the key to retention. Learn how to increase agent retention on your team with 4 specific strategies.
November 22, 2021
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How to Build Customer Loyalty Through CX
Building customer loyalty is crucial to your business. Learn how the customer experience can make a difference.
July 14, 2021
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Industry Report: 2021 eCommerce Essentials
We analyzed over 265,000 customer support tickets to identify the key driving factors behind customer satisfaction and customer loyalty on eCommerce teams.
March 23, 2021
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The Ultimate Guide to CX QA Scorecards
Whether you're building scorecards from scratch or rethinking your existing scorecards, it's tough to know where to start. This eBook's here to help.
December 14, 2020
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Appeasements Template
Inspired by Away's own appeasements chart, which netted a 27% increase in CSAT, we created our own Appeasements template to get you started.
February 28, 2021
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Why Pay for QA?
Your guide to making the case for QA software.
March 28, 2021
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Appeasements Template
Inspired by Away's own appeasements chart, which netted a 27% increase in CSAT, we created our own Appeasements template to get you started.
February 28, 2021
Read More
The Ultimate Guide to CX QA Scorecards
Whether you're building scorecards from scratch or rethinking your existing scorecards, it's tough to know where to start. This eBook's here to help.
December 14, 2020
Read More
How to Build Customer Loyalty Through CX
Building customer loyalty is crucial to your business. Learn how the customer experience can make a difference.
July 14, 2021
Read More
Industry Report: 2021 eCommerce Essentials
We analyzed over 265,000 customer support tickets to identify the key driving factors behind customer satisfaction and customer loyalty on eCommerce teams.
March 23, 2021
Read More
The Ultimate Guide to Agent Retention
Creating meaningful agent experiences is the key to retention. Learn how to increase agent retention on your team with 4 specific strategies.
Beyond CSAT: Uncovering the Root Cause of Poor Customer Experience
Brands need more contextual data to understand the root cause of low CSAT scores and be able to apply the right solution. Learn how you can improve customer satisfaction.
Mar 31, 2022
Read More
Customer Service Quality Assurance: The Secret Weapon of Scaling Businesses
Learn how to create a customer service QA program that helps you scale your support team, without affecting quality of customer support.
Apr 14, 2021
Read More
Empathy and Authenticity: 2 Customer Service Skills That Increase CSAT + Customer Loyalty
Customer service skills are essential to driving customer loyalty + improving CSAT. Learn why empathy, authenticity, and tone are critical for your call center team.
Apr 13, 2021
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What CX Leaders Need to Know Catch This eCommerce Wave
A comprehensive guide to the trends, tactics, and metrics CX lead
Mar 31, 2021
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How To Build Your First QA Scorecard — A Comprehensive Guide
Quality assurance scorecards are the foundation of any QA program. Learn how to build a call center quality scorecard with our comprehensive guide.
Oct 29, 2019
Read More
Beyond CSAT: Uncovering the Root Cause of Poor Customer Experience
Brands need more contextual data to understand the root cause of low CSAT scores and be able to apply the right solution. Learn how you can improve customer satisfaction.
Mar 31, 2022
Read More
Customer Service Quality Assurance: The Secret Weapon of Scaling Businesses
Learn how to create a customer service QA program that helps you scale your support team, without affecting quality of customer support.
Apr 14, 2021
Read More
Empathy and Authenticity: 2 Customer Service Skills That Increase CSAT + Customer Loyalty
Customer service skills are essential to driving customer loyalty + improving CSAT. Learn why empathy, authenticity, and tone are critical for your call center team.
Apr 13, 2021
Read More
What CX Leaders Need to Know Catch This eCommerce Wave
A comprehensive guide to the trends, tactics, and metrics CX lead
Mar 31, 2021
Read More
How To Build Your First QA Scorecard — A Comprehensive Guide
Quality assurance scorecards are the foundation of any QA program. Learn how to build a call center quality scorecard with our comprehensive guide.
Oct 29, 2019
Read More
CSAT Scores vs. Quality Assurance Scores – Which Is Better?
CSAT and QA scores are used by almost all support teams. Learn more about these CX metrics and how they impact customer satisfaction.
Learn how Etsy runs onboarding, training, and QA for their 500+ agent team–and how they deliver stellar experiences for millions of customers.
January 18, 2021
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Bombas: Why Future CX Leaders Are Getting Their Start in Quality
Hear from Nick Martin, Director of Customer Happiness at Bombas, on how Quality has shaped his career, and why the next generation of VPs and C-Suite execs will need a strong grounding in QA.
June 26, 2021
Read More
Building Trust and Accountability in High Performing CX Teams with WP Engine
Learn how WP Engine has built an environment that allows managers to consistently measure agent performance, while helping them apply grading insights and deliver exceptional customer experiences.
August 20, 2020
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How GetUpside's CX Team Maintains Fast Response Times with Increasing Ticket Volumes
Faced with ever-increasing ticket volumes and demand for support, GetUpside's CX team found themselves at a crossroads.
July 16, 2020
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Why A Focus on Brand is Dialpad's Secret to Increased CSAT
Dialpad spearheaded their transformation from a response time-focused support team to a customer-first support team, doubling down on their brand values in the process. The results? Higher CSAT, QA scores, and improved FCR.
September 15, 2020
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How Etsy Empowers Agent Performance
Learn how Etsy runs onboarding, training, and QA for their 500+ agent team–and how they deliver stellar experiences for millions of customers.
January 18, 2021
Read More
Bombas: Why Future CX Leaders Are Getting Their Start in Quality
Hear from Nick Martin, Director of Customer Happiness at Bombas, on how Quality has shaped his career, and why the next generation of VPs and C-Suite execs will need a strong grounding in QA.
June 26, 2021
Read More
Building Trust and Accountability in High Performing CX Teams with WP Engine
Learn how WP Engine has built an environment that allows managers to consistently measure agent performance, while helping them apply grading insights and deliver exceptional customer experiences.
August 20, 2020
Read More
How GetUpside's CX Team Maintains Fast Response Times with Increasing Ticket Volumes
Faced with ever-increasing ticket volumes and demand for support, GetUpside's CX team found themselves at a crossroads.
July 16, 2020
Read More
Why A Focus on Brand is Dialpad's Secret to Increased CSAT
Dialpad spearheaded their transformation from a response time-focused support team to a customer-first support team, doubling down on their brand values in the process. The results? Higher CSAT, QA scores, and improved FCR.
September 15, 2020
Read More
How Brooklinen Helps Agents Perform at Their Best
Learn the tools and tactics behind Brooklinen’s CX University, and how they’ve been able to slash AHT while delivering world-class sleep straight to customers’ doors.
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