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Quality


Why Customers Become Difficult…

Tuesday February 22nd 2011 10am Rated 2 2 Comments Customer Service Management Quality
If we look at this from the customer’s perspective, they often are calling due to a breach of an implied contract.
Complimentary

Essential Readings in Quality Monitoring...

Wednesday September 29th 2010 3pm Rated 0 2 Comments Performance Quality Call Monitoring Book Review
Books on Quality Monitoring for your reference library...
Complimentary

Giving Your Quality Program “Teeth”

Tuesday November 15th 2011 9am Rated 3 1 Comment Measurement Quality Management
As call center leaders, we fancy ourselves as both scientists and artists. In a highly complex, people-fueled, and time-intense operating model, the ability to balance intuition and analytics is paramount to our success. Let’s leave the world of art for a moment and focus on science. One of the characteristics of call centers that I am continually drawn to is their innate measurability.
Complimentary

T. Rowe Price - A Profile in Service

Wednesday October 6th 2010 9am Rated 2 1 Comment Contact Customer Customer Service Data Workforce Relationship Manangement Quality Management
Chris Hufman, Vice President at T. Rowe Price Colorado Springs, sat down with CCA for an exclusive two hour interview. Mr. Hufman is responsible for one of three contact centers serving over 3 million customers.



Quality Monitoring: Back to Basics

Tuesday August 24th 2010 2pm Rated 3 0 Comments Quality Performance Agent Coaching Employee Supervisor Vendors Contact Operations
Five QM practices that can help you to refocus your program on the fundamental goal: improving agent performance.
Complimentary

Five Considerations in Building a Quality Assurance Program

Wednesday June 29th 2011 12am Rated 2 0 Comments Quality Inbound
Quality is never an accident; it is always the result of high intention, sincere effort, intelligent direction and skillful execution; it represents the wise choice of many alternatives. — William A. Foster
Complimentary

Deloitte Services

Wednesday August 25th 2010 10am Rated 2 0 Comments Survey Satisfaction Data Continuous Improvement Quality Agent Coaching Support Team Contact
Breaking the mold: A look at Deloitte Services’ journey to achieving distinctive service.
Complimentary

CCCon Radio Live - February 22, 2012 with Bob Davis

Wednesday May 9th 12am Rated 1 0 Comments Quality
What is a Quality Conversation? In the contact center it means a genuine interest in the customer, a strong emotional connection, and asking the right questions to transition to a solution.

Improving Quality Measurement and the Overall Customer Experience – Means Moving Into the Gray

Tuesday April 3rd 12am Rated 1 0 Comments Customer Experience Quality Management
Today, savvy organizations realize that providing a better customer experience is what is going to set them apart and give them the competitive edge. In order to keep improving this customer experience, it has to be monitored, measured and coached, which is the basis for strong quality management.

How to Stretch Your Dollar: Get the Quality You Want With the Budget You Have

Thursday February 16th 12am Rated 1 0 Comments Budget Quality Conference
During the past few years, all of us have been reminded of the age-old fact that resources are limited. With that knowledge, we strive to maximize the value of the resources we do have.

Sales: Technology is the Great Enabler

Thursday August 26th 2010 12pm Rated 1 0 Comments Cross selling Upselling Knowledge Management Technology Relationship Manangement ACD Agent CRM Customer IVR Reporting Sales Staffing Training Workforce Quality Contact Learning
Technology plays a critical role in cross-sell/upsell success. A look at the tools that support every step of the service-sales initiative.

Don’t Let Budget Cuts Damage the Customer Experience

Monday August 23rd 2010 11am Rated 1 0 Comments Quality Training Models Staffing Agent Budget Customer Employee Experience IVR Supervisor Turnover Contact
How can you compromise without sacrificing quality? Ideas to ensure that your contact center keeps delivering on the brand promise.

Measuring Customer Handle Time: Introducing ACTI

Monday August 23rd 2010 9am Rated 1 0 Comments Call Handling Metrics Measurement ACD Customer Experience IVR Management Manager Quality Contact People
Introducing ACTI — a new metric that aligns service quality and efficient delivery for a lasting impact on customer loyalty and costs.
Complimentary

Session 502: Does your Check the Box, Double Dinging, Big Brother Quality Monitoring Evaluation Program need a Redesign?

Wednesday April 25th 10am Rated 0 0 Comments Quality
Time to scoot over big brother as there is a new quality monitoring program in town. One that is well thought out, combined and aligned with contact center goals and which transforms your program from one of “catching people doing things wrong” to “coaching and development.” Sound the alarm… The days of checking the boxes are over!
Complimentary

Getting the Most from Your Quality Assurance Efforts

Thursday March 15th 9am Rated 0 0 Comments Quality Management Coaching
How many people do you have with the title of "Quality Assurance Specialist"? Regardless of how many people there are, the task of evaluating phone calls is an expensive effort that you allocate valuable resources for. Are you getting your money's worth from all of those calls you monitored and scored this month? Here is a checklist of the top four things to help make these efforts more efficient and provide you with more valuable data that will truly be useful to you and your organization.



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Tweets You Care About


  • MoveTweet (IamOkema) Superb read on how companies are re-thinking business & using #SocialMedia to explore http://t.co/7vGvzBqh | #business #leadbiz #custserv
  • JobServeLtd (JobServe) RT @TravelJobsAgent: New #Job Catering/ Hospitality/ Travel Experience Wanted #Liverpool http://t.co/B8rbsKjH #Hiring #Permanent #CustomerService
  • UpwardlyMe (KC @Upwardly.Me) Alternatives to Verizon - Skype, Grasshopper, Google Talk, VoicePlus...Verizon should realize they don't OWN the phone biz #CXO #CustServ
  • PunksatonyPics (Chris) You know what, having a root canal done without the aid of drugs is preferable to dealing with anyone from @ThreeUK #customerservice #haha
  • SarahHedayati (Sarah Hedayati) The Importance of Management Coaching http://t.co/k2cfNRO4 #custserv #cctr via @ImpactLearning
  • Blankita_n10 (Blanca Navarro) con la fokin groceria no van a lllegar a ningun lado man #customerservice #staples #winchester
  • socialskipper (Sally-Anne) Thank you SO much Chrissy at @cwonderstore for the amazing customer service this morning!! #custserv #win
  • mbarbagallo (Michael Barbagallo) #CustomerService week in review for week ending 5/12/12 http://t.co/sn7EoGcV #custserv #cctr #custexp
  • TravelJobsAgent (Travel Jobs Agent) New #Job Catering/ Hospitality/ Travel Experience Wanted #Liverpool http://t.co/B8rbsKjH #Hiring #Permanent #CustomerService
  • ServiceVantage (Jeff Bennett) @grazie1110 Absolutely. A little personal attention and patience go a long way. #custserv
  • rachelloumiller (Rachel Miller) Call Center Coaching — How Far Do Responsibilities Go? http://t.co/mMqlbn1Y #cctr #custserv via @ImpactLearning
  • callcenterdr (Mary Bartels - Cook) Accent shows off new facility in Jeffersonville http://t.co/GFStPGBc #cctr
  • rlconrad7 (Ryan Conrad) Looking for case studies done on having Cust Serv Depts telecommute. Any info is appreciated! #CustServ #customerservice
  • TELUSsupport (TELUS Support) RT @Jany_Jang: @TELUS @TELUSsupport Shout outs to Lorey for her great #customerservice over the phone - need more bubbly personalities like her ;)
    



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