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

Tag Archives: quality management

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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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 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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March 17, 2021

Principle #6: Improvements Must Be Ongoing

You face many choices when deciding where and how to improve the customer experience. And possibilities multiply when analyzing customer data from sources that range...

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January 6, 2021

Principle #3: The Process Is Where the Leverage Is

The third principle in this series, Improving Quality and Performance in Customer Experience, focuses our attention on the bigger picture – the processes within an...

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December 30, 2020

Standards for the Service Operation: Quality and Value

Establishing the right quality standards for your organization is essential to delivering efficient and effective service. In my LinkedIn Learning course “Quality Standards in Customer...

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December 18, 2020

Principle #2: Quality and Access to Service Work Together

In customer experience, when service is required, quality of service and access to it are inextricably associated with, and complementary to, each other. Accessibility is...

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December 3, 2020

Principle #1: Quality Must Be Based on Customer Needs and Expectations

The need to identify and address customer expectations stems from a widely accepted principle: improvements...

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Recent Blogs:

  • Do your goals and metrics foster employee engagement?
  • Quality standards that align with customer experience
  • Justifying Your Customer Service Budget
  • Create a Specific, Compelling Vision
  • Build the right skills, knowledge, and leaders

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