Posts Tagged "Quality"


9 Questions to Ask When Designing a Quality Program

Share this article: If you’ve worked with a customer service team for any length of time, you’ve likely encountered a quality assurance form at some point. These forms might feature a variety of scoring methods and include elements to evaluate...
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Transform Customer Service Into A Customer Insight Machine

Share this article: I’ve spent most of my professional career in a contact center, and let me tell you what us customer service operations folks are really good at. We excel when it comes to putting enough people in seats....
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In Customer Service, You Must Choose Between Speed and Wow. Or Do You?

Share this article: Our client’s customer satisfaction (CSAT) scores were below goal and there was pressure to turn them around. I spoke with members of that team and they cited policies and various product failures as the probable drivers for...
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Can Your Quality Assurance Team Really Monitor 100% of Calls? Should It?

Share this article: A client recently posed an interesting question to our team, asking, “Is it possible to quality monitor 100% of our telephone calls?” This is a great question. To answer it well, we first need to understand the...
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A Quality Perspective From a Recent Flying Experience

Share this article: The airline industry is an interesting customer service study. On one side, United Airlines has come under a lot of scrutiny lately (for good reason), becoming a popular topic among my blogger friends. On the other side,...
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The Fundamentals of Quality Calibration

Share this article: Quality assurance is an essential function in any contact center — at least it should be. It’s the primary means of ensuring that the level of customer service our agents are providing to customers consistently meets or...
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Customer Experience Through the Eyes of a Child

Share this article: I’ve lived in Oregon for a year now and I can say without a doubt that the summers here are incredible. For those that love the outdoors, it stays green and doesn’t get too hot or humid....
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Riding WAVES to Better Emails

Share this article: Writing a great customer service email doesn’t have to be difficult. It really doesn’t. But let’s face it, a quality form with fifteen to twenty things to remember and a bazillion macros (aka canned responses) that we’re...
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Hamburgers, French Fries, And Customer Service

Share this article: Ellen Page and the Hamburger Phone in the movie Juno – Photo Credit:  Fox Searchlight Pictures ©2007 Quality assurance (QA) is essential to the contact center— nay the business. I defy you to show me a business...
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Preserving Culture And Quality Amid Growth

Share this article: I recently had the privilege of being interviewed by Jeff Toister, author of Service Failure and President at Toister Performance Solutions. He wanted to hear about my transition to FCR and with it, a move from managing...
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