Quality Management - Brad Cleveland

Angry Customers? “…meet them where they are”

Jun 11, 2015 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Quality Management

Here’s a great quote to discuss at your next team meeting: “It’s easy to accept the easy customer. But as Morantz [Craig Morantz] aptly points out, you will always deal with angry, bitter, frightened and emotional customers. Acceptance is not judging...

Calibration Is Key to Improving Quality

Feb 2, 2015 | 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

Nov 5, 2014 | Call Center, Contact Center, Customer Service, Quality Management, Videos

Rules of the Road for Recruiting and Hiring

Aug 28, 2014 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture, Quality Management, Videos

Empowering Agents with the Right Information and Training

Jun 12, 2014 | Call Center, Contact Center, Customer Service, Organization and Culture, Quality Management, Videos

Quality Management Across Channels

Apr 2, 2014 | Call Center, Contact Center, Customer Service, Organization and Culture, Quality Management

As you role out the new channels made possible through mobile and social ecosystems, it’s important to uphold a strategy of quality management across all channels. The well-worn practices of monitoring, coaching and quality improvement for traditional channels should...