Nate Jones

Most contact centers coach on product knowledge. Almost none coach on these 5 agent behaviors. (Spoiler: it's costing them CSAT and dollars.) After analyzing 20,000+ real calls, we found that top agents use 5 behaviors that most teams overlook in coaching and QA. The result? Better resolution rates, higher upsell success, fewer escalations. Details below.👇

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What grade do you think your contact center QA form would get? Most contact center leaders think they have a solid form. Most of them are wrong. We just launched the OttoQA Form Analyzer 2.0. Free. No demo call. No sales pitch. You upload your QA form and in under a minute you get a full breakdown of what is working, what is broken, and exactly how to fix it. Every insight behind this tool comes from 30 years of running a real contact center and thousands of QA evaluations built through Expivia and OttoQA. We have seen it all. Forms that reward agents for saying the right words while the customer hangs up angry. Empathy questions with no definition of what empathy actually looks like. Binary questions on behaviors that should be rated. Scored items that two evaluators would score 20 points apart on the same call. Your form probably has at least one of these problems. The analyzer finds them. Grades your form by category. Rewrites the broken questions with full scoring guides. Tells you whether each question should be binary or rated and why. It is built on the same thinking we use with our own clients every day. And right now it is completely free. Link in the comments. Go find out what grade your form actually deserves. (and this is really fun!)

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The future of call center QA isn’t manual—it’s automated, transparent, and designed to support agents in real time. Flexbone is building toward a world where every escalation call is supported, every interaction is reviewed, and customer satisfaction score improvements are predictable—not a guessing game. Where do you see the biggest opportunity for automation in your workflows? #HealthcareAI #CallCenters #Automation #HealthOps #DataMonitoring #Flexbone

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You were hired to be a strategic advisor. Instead, you're a professional firefighter putting out endless customer escalations. 👨‍🚒 We get it. The CSM role is intended to focus on mitigating churn and driving expansion. But where’s the time for strategy when disconnected data, manual tasks, and a packed calendar swallow your day? That’s the reality for many Customer Success Managers. But not the ones who use Aviso AI. 😉 We've put together a guide that shows how top-performing CSMs use AI to: 👉 Automate onboarding with a Customer Success Avatar. 👉 Proactively identify churn risk by spotting changes in account health. 👉 Surface expansion opportunities with upsell and cross-sell playbooks. 👉 Unify customer data across your CRM, emails, and tickets into one place. Stop letting a chaotic Monday dictate your week. 🙅‍♀️ Start building a customer success engine that's proactive, predictable, and powerful. 💪 Download the free guide - https://lnkd.in/gdsqdwUu #CustomerSuccess #CSM #Churn #AvisoAI

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If the Exception Isn’t Documented, It Will Be Repeated A customer success team encounters a tricky billing issue. It doesn’t happen often—just once every few months—but when it does, it requires a specific workaround involving finance and product. One rep figures it out. Solves it. Moves on. Next time it happens, a different rep runs into the same problem. Sends the issue to engineering. Wastes two days. Ends up discovering the same workaround—again. It’s not a training issue. It’s a documentation gap. Edge cases, once solved, should be captured. Without that, your team keeps solving the same problems like it’s the first time—over and over. A knowledge base isn’t just for standard procedures. It’s for the strange ones, the rare ones, the ones that throw people off course. Because even once-a-quarter problems become full-time waste when no one remembers the fix.

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