Insight directly from Brad on customer experience, employee engagement, contact center management and customer service leadership.

Alternatives – and cautions – when measuring quality

Why is it that professional sports teams put so much focus on tracking statistics? They want to get better. They want to see trends and identify areas where they can make improvements. The same thing goes for quality standards. You will want to measure how things are going so that you can identify areas where your employees and your team can improve.

In this video from my LinkedIn Learning course Quality Standards in Customer Service, we’ll look at some alternatives, and I’ll offer some cautions to keep in mind as you interpret results.

Measures and scores from Quality Standards in Customer Service by Brad Cleveland