Sometimes within an organization, there’s resistance to quality standards. Why is that? They’re a good thing, right? Dig a little deeper, and we’ve found there are several common misconceptions that can hamper their development and use. This video...
As a leader, you face many choices when deciding where and how to improve service. And the possibilities multiply when analyzing customer data from sources that range from social posts to surveys to operational metrics. So, which issues do you tackle first? To learn...
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...
Quality standards come to life when they guide behavior and enable us to deliver consistent high-quality service. Calibration is an important tool for ensuring consistency in interpreting performance. It also makes coaching far easier. It allows the coaching process...
Making continuous innovations and improvements that lead to services that are faster, better and more cost-effective is an ongoing process that must be an inherent part of the organization’s culture and outlook. There is something powerful about consistently...
