Category Archives: Quality Management
Bring Quality Standards to Life with Calibration and Coaching
Quality standards come to life when they guide behavior and enable us to deliver consistent...
Read More >>>Improvements Must Be Ongoing
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...
Read More >>>Accessibility and Quality Work Together
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...
Read More >>>Ensuring Quality Standards Count
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...
Read More >>>Empowering Employees to Be Customer Advocates
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...
Read More >>>5 Secrets to Quality Service
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...
Read More >>>Don’t Forget the Oboes
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...
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...
Read More >>>Defining Quality in Customer Service
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...
Read More >>>Calibration Is Key to Improving Quality
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...
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