Making continuous innovations and improvements that lead to services that are faster, better and more cost-effective is an ongoing process that must be an inherent part of the organization’s culture and outlook. There is something powerful about consistently...
Have you ever heard that you have to sacrifice quality to improve customer accessibility to services? Or the other way around? That’s one of the most common myths in customer service. Accessibility and quality are closely related and complementary. Learn more...
How many quality standards should you have? If some are good, are more better? How do you ensure that your quality standards really count? Are there alternatives to quality standards in guiding behavior? These questions and more are explored in the video Ensuring...
Recently, I recorded the Lynda.com course “Quality Standards in Customer Service.” Here is an excerpt from that course on five secrets to quality service. If you enjoy this video, check out the entire course at the Lynda.com Library. >Quality Standards...
A popular trend in process improvement is the effort to correlate specific contact center activities to overall customer satisfaction. For example, some consulting organizations have been convincing clients to lower service level objectives because their scatter...
