Alternatives – and cautions – when measuring quality
Why is it that professional sports teams put so much focus on tracking statistics? They want to get better. They want to see trends and identify areas where they can make improvements. The same thing goes for quality standards. You will want to measure how things are...
Good Governance Boosts Customer Experience Innovation
The term “governance” might feel out of place in the context of customer experience innovation. In fact, to some, creating a governance process might sound limiting or even stifling. But as a customer experience consultant, I’ve found the opposite to be...
Ensuring service metrics are SMART
Have you ever had a metric that drives the wrong behavior? A bus company in a city with a well established international and cosmopolitan flair, had a reputation for too often running late. Leaders decided to give drivers incentives for ending their routes on time....
The Pros and Cons of Virtual Queues
Many contact centers are grappling with labor shortages, surging workloads, or a brutal combination of both. The resource mismatches have resulted in long wait times and frustration for customers, and high occupancy and burnout for agents. More serious implications...