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 service team. Educate each person on how much impact he or she has on the queue—incorporate these or similar scenarios into training. Develop reasonable expectations for adherence to schedules. Customer service is as much when …

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Essential Metrics for the Service Operation

There are many variables in customer service and there are almost always different perspectives of what’s important. What should you focus on? Explore answers to that question in my Lynda.com video “Essential Metrics for the Service Operation” from my recent course “Service Metrics for Customer Service“. It defines seven key aspects of service that should always be reflected in metrics. …

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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 are several common misconceptions that can hamper their development and use. This video from my recent Lynda.com course “Quality Standards in Customer Service” summarizes these misconceptions and suggests how you can ensure everyone is comfortable, …

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Prioritizing Service Improvements

As a leader, you face many choices when deciding where and how to improve service. And the possibilities multiply when analyzing customer data from sources that range from social posts to surveys to operational metrics. So, which issues do you tackle first? To learn about eight possible factors to consider when prioritizing customer initiatives, take a few minutes to view …

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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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Bring Quality Standards to Life with Calibration and Coaching

Quality standards come to life when they guide behavior and enable us to deliver consistent high-quality service. Calibration is an important tool for ensuring consistency in interpreting performance. It also makes coaching far easier. It allows the coaching process to focus on achievements and improvement, rather than concerns around whether scores are accurate or fair. Coaching’s not a prescription for …

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Improvements Must Be Ongoing

Making continuous innovations and improvements that lead to services that are faster, better and more cost-effective is an ongoing process that must be an inherent part of the organization’s culture and outlook. There is something powerful about consistently focusing on the things that matter most. In that spirit, the following points of advice were inspired by the well-known work of …

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Accessibility and Quality Work Together

Have you ever heard that you have to sacrifice quality to improve customer accessibility to services? Or the other way around? That’s one of the most common myths in customer service. Accessibility and quality are closely related and complementary. Learn more about each aspect of customer service and how they support one another in this video from my Lynda.com course …

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Ensuring Quality Standards Count

How many quality standards should you have? If some are good, are more better? How do you ensure that your quality standards really count? Are there alternatives to quality standards in guiding behavior? These questions and more are explored in the video Ensuring Quality Standards Count from my Lynda.com course Quality Standards in Customer Service. If you enjoy this video, …

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