Establishing the right quality standards for your organization is essential to delivering efficient and effective service. In my LinkedIn Learning course “Quality Standards in Customer...
Read More >>>Tag Archives: quality management
Principle #2: Quality and Access to Service Work Together
In customer experience, when service is required, quality of service and access to it are inextricably associated with, and complementary to, each other. Accessibility is...
Read More >>>Principle #1: Quality Must Be Based on Customer Needs and Expectations
The need to identify and address customer expectations stems from a widely accepted principle: improvements...
Read More >>>The Leadership Secret to Effective Coaching
In the most engaged teams I’ve seen, there are solid coaching principles at work. But the ultimate leadership secret is to approach training, coaching and...
Read More >>>Improving Performance: Two Types of Standards
The cornerstone of an effective quality observation process is documenting specific, observable behaviors and tailoring coaching accordingly. An effective way to consider performance (quality) standards...
Read More >>>Knowing Your Customers
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 >>>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 >>>The Best-Managed Contact Centers: #3 – They Know that Their People Are the Key to Success
Cultures vary dramatically from one organization to the next. You’d likely notice some hairstyles that...
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 >>>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 >>>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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