Have you ever heard that you have to sacrifice quality to improve customer accessibility to services? Or the other way around? That’s one of the most common myths in customer service. Accessibility and quality are closely related and complementary. Learn more...
How many quality standards should you have? If some are good, are more better? How do you ensure that your quality standards really count? Are there alternatives to quality standards in guiding behavior? These questions and more are explored in the video Ensuring...
Lynda.com has given me the opportunity to record a few courses for their library. It’s been a great experience. One of the most recent courses is on Customer Advocacy – what it is, how it’s done and how to maximize its benefits. If you are interested...
Recently, I recorded the Lynda.com course “Quality Standards in Customer Service.” Here is an excerpt from that course on five secrets to quality service. If you enjoy this video, check out the entire course at the Lynda.com Library. >Quality Standards...
A popular trend in process improvement is the effort to correlate specific contact center activities to overall customer satisfaction. For example, some consulting organizations have been convincing clients to lower service level objectives because their scatter...
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...
