I’ve written in the past about the key elements of a World-class Greeting. After all, you never get a second chance to make a first impression. Nevertheless, it’s common for CSRs to feel that the greeting gets mundane and rote. "It’s the same ol’ thing call after call after call."
Long time QAQnA friend, Jam Mayer, had a great post yesterday reminding us that – sometimes – there is a method to our QA madness. This is a great one for call coaches and supervisors to remember and pull out the next time a CSR complains or questions, "Why do we always have to answer the phone this way?"