The Best Managed Contact Centers: #7 – They View the Contact Center as a Total Process 


Contact centers that consistently get the best results view the operation as a total process. This viewpoint takes many forms: Ensure that everyone in the contact center, and those with key supporting roles outside the center, have a basic understanding of how contact centers operate. Recognize the process to be where most quality problems occur — and also where the opportunities …

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Establishing an Overall Objective for Quality Service

Is it a good idea to establish an overall measure of quality service? I believe so, but there are some cautions, and some traps to avoid. Learn more about how to best choose an overall objective in the video below from my LinkedIn Learning course “Quality Standards in Customer Service.” Establishing an overall objective from Quality Standards in Customer Service …

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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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