Tag: quality management
Contact Centers Today… A Management Balancing Act
The idiom “balancing act” is defined by dictionary.com as “a circus act in which a performer displays his or her balancing ability.” From where...
The Consolidation Trend Will Further Hurt Quality in the Contact Center
I was talking to Jay Minucci, a long-time industry veteran, consultant to the industry, and contributor on these pages. He was telling me about...
Four Ways to Attract and Retain Millennial Agents
Pew Research Center defines millennials as anyone born between the years 1981 and 1996 (ages 22 to 37 in 2018). Today more than...
Inside View: An Interview with Randal Hiester, Health First
Improving service quality and performance is a never-ending quest for contact centers. The quality management process, once mostly carried out post-call for management and...
Top 5 Posts in February
Frigid temperatures contribute to increased indoor activities… like reading contact center blogs! Our top posts in February included a call center and nonprofit partnership...
The Key to Great Customer Service: Collaboration
When it comes to creating an exceptional service culture, nothing is more important than a team’s ability to collaborate well. Both the agent and...
Complacency: Danger in the Comfort Zone
I happen to believe there is danger in the comfort zone… and that danger is complacency! In my dictionary, “complacency” is defined simply as “self-satisfaction.”...
Top 5 Quick Tips for 2016
Our Quick Tips posts are just that—brief posts providing advice or actionable items from industry experts. These are tried-and-true practices that have proven successful...
The Hurrier I Go, the Behinder I Get
This simple phrase was on a plaque in my home when I was growing up. For the longest time, I just couldn’t make sense...
Contact Center Pipeline Magazine: Inside Our September 2016 Issue
Vacations are dwindling down. Schools are ramping up. We’re planning our agent celebrations for Customer Service Week next month. It is a busy time...
Study Finds Digital Channels Lack “Human Touch”
Customers increasingly turn first to self-service to answer questions or solve problems. When they do, they value quick, easy access to relevant and accurate...
Add Customer Feedback to the Quality Program
How do your customers really feel about the experience they had with an agent? Incorporating customer feedback into a quality program can help to...
Empower Frontline Staff with QM Tools
How are leading-edge contact centers transforming their quality management tools to empower agents? Calabrio Innovation Center Manager Brad Snedeker identified the following four key...
