Quality Management - Brad Cleveland

Defining Quality in Customer Service

Apr 14, 2017 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, Quality Management

What does quality mean in customer service? What are standards and where do they come from? Take 5 minutes to explore these questions and learn how you can define quality standards in one of my Lynda.com videos. The entire course is titled Quality Standards in...

Calibration Is Key to Improving Quality

Jan 27, 2017 | Call Center, Contact Center, Customer Service, Quality Management

Calibration is the process in which variations in the way performance criteria are interpreted from person to person are minimized. It is an essential aspect of understanding and continually improving the quality of service you deliver. A high level of calibration...

Improving ROI on Quality Monitoring

Jan 11, 2017 | Call Center, Contact Center, Customer Service, Leadership, Quality Management, Videos

Adherence to Schedule Tips

Sep 1, 2016 | Call Center, Contact Center, Customer Experience, Customer Service, Organization and Culture, Quality Management, Workforce Management

Adherence to schedule is an important performance objective for agents. It is within their control (when implemented appropriately) and measures if agents are available to handle contacts as scheduled. However, to ensure your approach is supporting the culture you...

Agent Performance Standards: Keep It Simple

Aug 23, 2016 | Call Center, Contact Center, Customer Service, Organization and Culture, Quality Management

In recent years, I have seen a trend to streamline and simplify agent performance standards. In many cases, they had become too complex — weighted averages, percent time in this and that mode, formulas that would take a mathematician to figure out. Yes, if...

Transform Knowledge into Intelligence and Support

Aug 17, 2016 | Call Center, Contact Center, Customer Service, Leadership, Quality Management

As a primary customer touchpoint, the contact center has enormous potential to provide other business units with valuable intelligence and support. This can include input on customers, products, services and processes — information that, when captured, identified,...