In the past year I watched as a team within one of my clients' contact centers went from displaying some of the worst service quality to performing among the best teams in their company. This team had a reputation of...
Topics: Call Center Issues, Management & Leadership, Personal Management, Training & Coaching

{"title":"Taking a Team from "Worst to First" in Service Quality","post_url":"http:\/\/www.qaqna.com\/2009\/11\/taking-a-team-from-worst-to-first-in-service-quality.html","feed_url":"http:\/\/feeds.feedburner.com\/CallCenterQaGuy","author":"tomvwell","date":"2009-11-30 05:27:50","summary":"In the past year I watched as a team within one of my clients' contact centers went from displaying some of the worst service quality to performing among the best teams in their company. This team had a reputation of..."}

This month, the Mug Club offers a hearty welcome to Jonty Pearce, editor of Call Centre Helper magazine. We wanted to honor Jonty for his faithful support, insightful comments, and kind encouragement over the past year. I had the opportunity...
Topics: QAQNA Mug Club

{"title":"QAQnA Mug Club Welcomes Jonty Pearce!","post_url":"http:\/\/www.qaqna.com\/2009\/11\/qaqna-mug-club-welcomes-jonty-pearce.html","feed_url":"http:\/\/feeds.feedburner.com\/CallCenterQaGuy","author":"tomvwell","date":"2009-11-11 06:11:05","summary":"This month, the Mug Club offers a hearty welcome to Jonty Pearce, editor of Call Centre Helper magazine. We wanted to honor Jonty for his faithful support, insightful comments, and kind encouragement over the past year. I had the opportunity..."}

At ICMI's ACCE 09 conference last month, the buzz was around expanding the call center to become a social media outpost. It is rapidly becoming clear that interacting with customers is no longer just through phone calls. Interacting with customers...
Topics: Business Trends, Call Center Issues, Management & Leadership

{"title":"The Call Center as Social Media Outpost","post_url":"http:\/\/www.qaqna.com\/2009\/11\/the-call-center-as-social-media-outpost.html","feed_url":"http:\/\/feeds.feedburner.com\/CallCenterQaGuy","author":"tomvwell","date":"2009-11-04 05:07:28","summary":"At ICMI's ACCE 09 conference last month, the buzz was around expanding the call center to become a social media outpost. It is rapidly becoming clear that interacting with customers is no longer just through phone calls. Interacting with customers..."}

You get what you measure. That's one of the fundamental truths of Quality Assessment. If people know they are being held accountable to a standard, they generally perform to that standard. By the same token, if they know they are...
Topics: Call Center Issues, Management & Leadership

{"title":"Reminder: Quality Programs Need Someone in the Bull Pen","post_url":"http:\/\/www.qaqna.com\/2009\/10\/reminder-quality-programs-need-someone-in-the-bull-pen.html","feed_url":"http:\/\/feeds.feedburner.com\/CallCenterQaGuy","author":"tomvwell","date":"2009-10-29 04:39:24","summary":"You get what you measure. That's one of the fundamental truths of Quality Assessment. If people know they are being held accountable to a standard, they generally perform to that standard. By the same token, if they know they are..."}

A client called me yesterday to discuss some of the internal call coaching they are starting in their call center. The supervisor has limited time for coaching and has chosen to focus the coaching on just the Customer Service Representatives...
Topics: Call Center Issues, Management & Leadership, Training & Coaching

{"title":"Allocating Time and Resources in Call Coaching","post_url":"http:\/\/www.qaqna.com\/2009\/10\/allocating-time-and-resources-in-call-coaching.html","feed_url":"http:\/\/feeds.feedburner.com\/CallCenterQaGuy","author":"tomvwell","date":"2009-10-27 06:46:16","summary":"A client called me yesterday to discuss some of the internal call coaching they are starting in their call center. The supervisor has limited time for coaching and has chosen to focus the coaching on just the Customer Service Representatives..."}