Adherence to schedule is an important performance objective for agents. It is within their control (when implemented appropriately) and measures if agents are available to...
Read More >>>Category Archives: Quality Management
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 >>>Transform Knowledge into Intelligence and Support
As a primary customer touchpoint, the contact center has enormous potential to provide other business units with valuable intelligence and support. This can include input...
Read More >>>7 Rules of the Road for Recruiting and Hiring
Connecting Hiring, Training and Coaching
Understanding the “Power of One”
Last week’s Contact Center Insider, ICMI’s weekly e-newsletter, includes an article I wrote “Understanding the ‘Power of One’ – As Important as Ever.” While we...
Read More >>>Improving ROI on Quality Monitoring
Boosting Quality and Innovation
Every customer interaction your organization handles provides implicit and/or direct insight into processes, products, policies, services, customers and the external environment. You have the opportunity...
Read More >>>Connecting Hiring, Training and Coaching
Angry Customers? “…meet them where they are”
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...
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...
Read More >>>