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Blog

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

Category Archives: Quality Management

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December 1, 2022

5 Secrets to Quality Service

I’ve seen organizations achieve every level of success. Some top their industry in customer loyalty, and they enjoy the strong business results that come with it. Others struggle as...

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November 10, 2022

Great customer experiences happen by design

Customer-centric organizations spend proportionally more time designing processes and proportionally less time getting better at appeasing unhappy customers. They devote their attention to eliminating what...

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June 21, 2022

Quality standards that align with customer experience

Dee Hock, founder and former CEO of the credit card system that became VISA International, once said, “Simple, clear purpose and principles give rise to...

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May 5, 2022

Want to improve customer service? Look at your processes

Customer service involves many variables. In this video, we’re going to look at customer service as a process. We’ll see where quality standards fit, and...

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April 21, 2022

Service Metrics for Accessibility and Quality

Accessibility and quality are closely related. Quality can’t happen unless our services are accessible, but quality also impacts accessibility. If you don’t handle interactions with...

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March 23, 2022

Managing customer feedback in real time

Managing customer feedback includes both short and long-term objectives. It involves responding to feedback as it happens and collecting and analyzing feedback from many customers...

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March 10, 2022

Want engaged employees? Create a supporting culture

In some organizations you can feel the energy. You can just tell employees are committed and engaged. I’ve seen that seven key principles are always...

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December 2, 2021

Alternatives – and cautions – when measuring quality

Why is it that professional sports teams put so much focus on tracking statistics? They...

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October 14, 2021

7 Ways to See Your Business from Your Customers’ Perspective

The most successful leaders don’t rely solely on data to tell them what’s happening. They...

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October 8, 2021

What true motivation is (and is not)

As a leader you have to be able to motivate your team members. In fact you probably need to be able to motivate others well...

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July 1, 2021

Eliminate the most damaging customer service frustrations

The principles that guide effortless customer experiences seem basic: Don’t make me wait Make it easy to access service Provide me with a knowledgeable and...

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June 24, 2021

Two types of quality standards for employees

Aren’t there a million and one nuances you could focus on when establishing quality standards for customer service employees? So how do you even get...

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Recent Blogs:

  • Be Bold in Doing What’s Right
  • Can agents get work done between customer contacts?
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  • Employee Engagement: The Key Driver and 4 More
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