quality management - Brad Cleveland

Service Metrics for Accessibility and Quality

Apr 21, 2022 | Call Center, Contact Center, Customer Experience, Customer Service, Leadership, Organization and Culture, Quality Management, Workforce Management

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 quality, you’ll have a higher level of waste and rework, time...

Alternatives – and cautions – when measuring quality

Dec 2, 2021 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Customer Surveys, Leadership, LinkedIn Learning, Quality Management

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...

What true motivation is (and is not)

Oct 8, 2021 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, LinkedIn Learning, Organization and Culture, Quality Management

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 beyond those who formally report to you. You may be asking yourself, how on earth can I get people to do things they may not want to do? But...

Eliminate the most damaging customer service frustrations

Jul 1, 2021 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Leadership, Quality Management, Research/Statistics

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 helpful service team member Create easy processes Know who I am The truth is, it’s difficult to get customer...

Two types of quality standards for employees

Jun 24, 2021 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, LinkedIn Learning, Organization and Culture, Quality Management

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 started? Here is an easy, yet effective, approach. A proven way to establish quality standards for individuals is...