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 how you can define quality standards in one of my Lynda.com videos. The entire course is titled Quality Standards in Customer Service and is available at LinkedIn Learning.

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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 of understanding and continually improving the quality of service you deliver. A high level of calibration provides consistency, reduces the likelihood of agents questioning fairness, and is a means for continuously developing and assessing monitoring …

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Adherence to Schedule Tips

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 handle contacts as scheduled. However, to ensure your approach is supporting the culture you want to establish, consider these suggestions for getting the best results: 1. Educate each person on how much impact he or …

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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 averages, percent time in this and that mode, formulas that would take a mathematician to figure out. Yes, if I’m one of your agents, give me some objectives on being in the right place at the …

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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 on customers, products, services and processes — information that, when captured, identified, assimilated and turned into usable knowledge, can literally transform an organization’s ability to identify and meet customer expectations and demands. The benefits can …

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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 know the impact each agent has on individual customers and the subsequent publicity (good or bad) that can come from those experiences, the power of one refers more specifically to queues and wait times. Agents …

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