The Miuros Customer Service Blog

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Quality Assurance

The Feedback Loop: Agent Quality Assurance

Assess the Quality of Agents' work thanks to the Feedback Loop - Improve the QA of your Customer Service.

May 07, 2021 by Benoit Gagnon

Quality Assurance

Why Quality Matters

Quality Assurance builds a better Customer Experience through improved Customer Service. Discover a brief overview of the two sides of the quality assurance process of top teams.

April 21, 2021 by Benoit Gagnon

Quality Assurance

Guide: How to do Quality Assurance?

Download our guide to understand how to do QA in Customer Service. We have also included case studies and industry best practises

April 20, 2021 by Benoit Gagnon

Expertise

What Does it Mean to Be Customer-Centric?

Customer-centric brands are more likely to attract and retain high-value customers. How can you ensure you're putting your customers first?

April 16, 2021 by Amélie Louvet

Event

On-Demand Webinar: How FREE NOW became a data driven customer service team

Karina & Liliana from FREE NOW speak about centralization, empowering managers with data and sharing knowledge and feedback with everyone. Then we take a look at Quality Assurance Calibration!

March 02, 2021 by Harry Maxwell

Quality Assurance

How to Give Great Customer Service QA Feedback

Craig Stoss speaks about how to provide great feedback in your QA process. He covers the 3 types of feedback you can use in your 1-1s with agents, illustrating examples of each!

February 17, 2021 by Craig Stoss

Quality Assurance

How Miuros Review makes Reviewers’ Lives Easier

Introducing the new Chrome Extension and "In-Ticket Reviews". What’s important is that companies make the QA process as efficient as possible, so time spent reviewing tickets is minimized - and time spent training, coaching and improving is maximized. 

February 03, 2021 by Harry Maxwell

Quality Assurance

What Should Be On My Customer Service QA Scorecard?

Find all of the criteria you need to audit a customer interaction here. Pick and choose the right scoring criteria for your business and build your perfect quality assurance scorecard.

January 25, 2021 by Harry Maxwell

Quality Assurance

How to Score Customer Service Interactions: Weighting a QA Scorecard

Getting your scorecards just right can be a struggle. Learn all about scoring and weighting customer service quality assurance scorecards. What questions should you ask? How do I weight my sections and questions?

January 22, 2021 by Harry Maxwell

Automation

Using AI to Support Customers and Agents in E-Commerce

Botmind's Jonathan Kam speaks about the importance of using AI for e-commerce customer service teams. Find productivity gains and get hold meaningful data with these practical applications of AI.

January 19, 2021 by Jonathan Kam

Quality Assurance

How to Build an Amazing Customer Service QA Scorecard

Learn how to build amazing, effective customer service scorecards. Here's why you need them, with info on how to score interactions and what you should include in your quality scorecards.

January 18, 2021 by Harry Maxwell

Quality Assurance

Full Guide: The Fundamentals of Quality Assurance

Quality Assurance helps you build a better Customer Experience. There's so much to tell - here's how you can master your scoring criteria, scorecards, calibration, agent performance and much more!

January 17, 2021 by Harry Maxwell

Expertise

4 Key Customer Experience Trends 2021

Craig Stoss (Shopify Plus) reveals his predictions and top areas to focus on in 2021 to improve your customer experience strategy and set yourself up for success!

January 12, 2021 by Craig Stoss

Company News

Miuros 2020 Wrapped

Thank you to our customers. Here's a look at what's happened at Miuros over the last 12 months!

December 30, 2020 by Harry Maxwell

Event

On-Demand Webinar: The secrets of effective performance reviews in customer support

TransferWise, GetYourGuide and Deezer reveal the best practices of effective performance reviews. What agents think about their current processes? How regular should these meetings should be? How you can make it fairer for your people?

November 20, 2020 by Harry Maxwell

Quality Assurance
Analytics

Be fair to your agents, change the way you assess their performance

The current way of tracking performance when it comes to agent performance reviews is not fair to agents. This article explains why, and how you can revolutionise your process to lower agent turnover and increase employee satisfaction.

November 19, 2020 by Benoit Gagnon

Expertise

CXellent Ep2: Multi-channel v Omni-channel. What's best for my team?

We're joined by ex-Swapfiets leader, Peter Voor de Wind, to discuss the multi-channel & omni-channel and his best practices when it comes to channel strategy as a whole.

November 10, 2020 by Harry Maxwell

Expertise

Peak Demand in Customer Support: 18 Best Practices & Strategies

Dealing with high volumes is tough and can be pretty stressful for you and your team. Each leader shares 3 insights on how not let seasonality get the better of them!

November 03, 2020 by Harry Maxwell

Company News

New: Helpshift and Intercom are our 5th and 6th Integrations

We're introducing two new connectors for our suite of products: Helpshift and Intercom. Here's why we chose them - and how we connect!

October 19, 2020 by Harry Maxwell

Analytics

How does personalization affect my CSAT, Handling Times and FCR?

How important is personalization in customer support? How much can it improve your key metrics? But, at what point does it start costing you without adding value? Here's what we found!

October 13, 2020 by Harry Maxwell

Expertise

CXellent Ep1 ft. Craig Stoss: The Fundamentals of Scaling CX + Support

Come listen to our first ever podcast! We've got insights from Craig Stoss, Escalated Support lead at Shopify, with over 20 years of experience setting up CX and support teams in +30 countries.

October 04, 2020 by Harry Maxwell

Analytics

Sentiment Analysis: When CSAT Surveys Let You Down

How do you know what your customers are feeling if they don't return your CSAT survey? Customer sentiment analysis can bring you closer to your customers and gauge their happiness a lot better! Here's how it works & some practical applications.

September 10, 2020 by Harry Maxwell

Expertise

Sendcloud stand and deliver for their e-commerce customers

We caught up with our customers, Sendcloud, to discuss all things scaling, demand and stress in this crazy time. Read how they doubled the size of their team in a matter of weeks and continued to provide excellent support despite having to work from home.

August 18, 2020 by Harry Maxwell

Automation

Coping with high volumes in customer service: Automattic in peak demand!

We caught up with our customers Automattic to see how they cope with high support volumes. Putting their people first and optimizing their processes, they also learned how important analytics and training are in dealing with the ballooning demand.

August 12, 2020 by Harry Maxwell

Analytics

New & Improved Chat Metrics

We’re artificially reconstructing all your chat conversations to accurately calculate the true metrics... making your reporting easier, more accurate and centralized!

July 29, 2020 by Harry Maxwell

Quality Assurance

The Agent Development Plan

Here's how we created a simpler way for reviewers to leave meaningful feedback in the QA process. The Agent Development Plan delivers value in a more accessible way for agents, so they can track their progress and continue to grow.

July 21, 2020 by Harry Maxwell

Quality Assurance

Quality Assurance: 5 Reasons to Ditch Spreadsheets

Whilst they may work for you for now, spreadsheets aren't scalable.  Eventually, the process will break - either you grow too quickly or it becomes too time-consuming - and you’ll be searching for a more effective system. Here are 5 reasons why you should make the switch to dedicated QA software.

July 15, 2020 by Harry Maxwell

Analytics

Customer Retention in a Recession - Iterate Quickly with Data Analytics

A recession is coming, and customers want you to make connections with them. Read how you can manipulate your data and give yourself the best chance of standing out to your customers.

July 02, 2020 by Charlotte Ward

Analytics

Ecommerce: 3 Ways to Boost Retention

The number one business priority as we head into a recession is customer retention. Read how e-commerce companies are staying close to their customers despite social distancing.

June 25, 2020 by Harry Maxwell

Quality Assurance

The Complete Guide to Quality Assurance Calibration

Calibration is an important part of quality assurance - but not all teams do it. Here's a full 10-step guide on how to set it up - including why it's important and how to maximize results for your team.

June 17, 2020 by Harry Maxwell

Automation

A 7-Step guide to implementing AI & Automation

No matter whether you’re setting up customer-facing or agent-facing automation, you need to get it right *for your customers*. This 7-Step guide will ensure that you implement automation/AI the right way for your business.

May 27, 2020 by Harry Maxwell

Expertise

Report: Effect of Covid-19 on Agents

A first, 'big' picture evaluation of the effects of the crisis on customer service teams - agents in particular. We aim to give you more clarity when it comes to how your people are feeling and how their productivity and motivation has been affected.

May 14, 2020 by Harry Maxwell

Expertise

Templates: The Trade-Off Between Customer Satisfaction and Efficiency

All teams should have a way of measuring whether their template usage is paying off. Unfortunately, only a few solutions allow you to do a deep dive into your template usage data against KPIs.

May 13, 2020 by Benoit Gagnon

Expertise

Coronavirus: Implications on - and Solutions for - Customer Service Teams

For most customer service teams, remote working will continue for the foreseeable future. Because of Coronavirus, teams are having to deal with potential layoffs, difficulty coordinating teams and juggling work and meetings. So, here are some ways in which you can take control of the situation.

April 30, 2020 by Harry Maxwell

Company News

Miuros: We're Rebranding

We've been working on it for quite some time. Now we're finally here. We are proud to announce the launch of Miuros' new branding - complete with a totally new website. 

April 27, 2020 by Harry Maxwell

Expertise

Coronavirus: How to Keep Your Customer Service Team Motivated & Healthy

Getting adjusted to our new reality has felt like a full-time job all on its own. So, how can you keep your customer service team motivated & healthy? Here are some guidelines you can follow.

April 24, 2020 by Harry Maxwell

Expertise

The Impact of Coronavirus on Customer Service

Coronavirus has now been declared a pandemic by the WHO and, as it continues to spread, more and more countries tighten their domestic and travel policies...

April 15, 2020 by Harry Maxwell

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