How do you know what a customer needs? If you mention customer advocacy and pose that question many executives will say, “Well they tell us,...
Read More >>>Category Archives: Quality Management
Quality Standards: As many as you need, but as few as possible
Can you have too much of a good thing? Well that can certainly be true...
Read More >>>Quality and First-Contact Resolution: From the Agent’s Perspective
Quality and first contact resolution are essential aspects of effective service. Handling contacts with quality...
Read More >>>Contact Center Management on Fast Forward – Fourth Edition Now Available
It’s hard to believe that Contact Center Management on Fast Forward is in its fourth...
Read More >>>Motivation and Engagement: Your Leadership Matters
The Best Managed Contact Centers: #7 – They View the Contact Center as a Total Process
Contact centers that consistently get the best results view the operation as a total process....
Read More >>>Establishing an Overall Objective for Quality Service
Is it a good idea to establish an overall measure of quality service? I believe so, but there are some cautions, and some traps to...
Read More >>>Reinforce the “Power of One”
Here are some of the steps organizations are taking to reinforce the power of one. Think through how you could approach them with your customer...
Read More >>>Essential Metrics for the Service Operation
There are many variables in customer service and there are almost always different perspectives of what’s important. What should you focus on? Explore answers to...
Read More >>>Common Misconceptions of Customer Service Quality Standards
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...
Read More >>>Prioritizing Service Improvements
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...
Read More >>>Agent Performance Standards: Keep It Simple
In recent years, I have seen a trend to streamline and simplify agent performance standards. In many cases, they had become too complex — weighted...
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