quality
Awards Q&A: Hui Wu-Curtis, Choice Hotels (CX Leader of the Year Winner)
June 09 by CCW DigitalUpdate: Hui Wu-Curtis was named the 2017 CCW Excellence Award winner for CX Leader of the Year.Taking place as part of the 18th Annual CCW in Las Vegas, the 2017 CCW Excellence Awards will honor...
Briefing: Bombardier on Monitoring the Customer, Not the Agent
January 09 by Customer Contact WeekAnyone can speak endlessly about the challenges of satisfying customers and improving call center operations in today's marketplace. Only a select few can reveal how to overcome those challenges...
How to Monitor Call Center Quality...The Right Way (Part Two)
November 15 by Greg LevineIn Part 1 of this post, I cited several quality monitoring practices commonly embraced by the world’s best contact centers, then stopped midway through in a desperate attempt to make you come...
How to Monitor Call Center Quality...The Right Way (Part One)
November 11 by Greg LevineQuality monitoring is as old a practice in contact centers as sending electric shocks through agents’ headsets to help keep handle time down. But just because centers have been conducting qual...
Doing More With Less in the Call Center and the Dangers of Average Handle Time
December 17 by Jane FinnIn recent years, a lot of attention has been paid to making our companies more "customer- centric" and aligning the call center’s "vision and mission" with the organization’s corporate g...
Elevating IVR: Stop the Hatred for Automation
October 15 by Greg LevineIVR. In many customers’ minds, this three-letter acronym is a four-letter word. It’s not uncommon for callers to mutter a diverse range of other forbidden words whenever interacting &n...
The New School of Thought on Quality in the Call Center: An Interview with Stephen Dawson, Director of Communication and Strategic Planning for the Heritage Company
April 20 by Blake LandauIn this podcast Stephen Dawson, Director of Communication and Strategic Planning for the Heritage Company, a full-service non-profit agency, talks with Customer Management IQ’s Blake Landau on...
How to Create "Walk-Through-Fire" Customer Loyalty Through Your Call Center
March 01 by Dennis SnowAs a call center leader, opening a newspaper or checking online news services can be a frightening proposition that makes you want to crawl right back into bed. Companies are filing for bankruptcy,...
Does Average Handle Time (AHT) Have a Place in the Modern Call Center?
February 01 by Ben BennettI am strongly pro average handle time as a target, so long as it is used appropriately, and all the elements that make up the average handle time are applied correctly. My reasoning follows, plus wh...
Transform Your Call Center into a Value Performance Monitoring System
January 04 by Reg GoekeI’ve observed the workings of call centers in a variety of industries, and I have always been chagrined at their reactive nature and the lack of focus associated with call center activities. I...
Three Ways to Bring the Call Waiting Times Under Control
December 21 by William Bleuel, PhDOne of the more obvious changes that has occurred in the call center in the last 10 to 20 years is that the call center has taken on an operational role that is far different than before. In the pas...
Call Centers and the Zero Sum Game: A Loser's Mentality
November 24 by Tripp BabbittMost of us have connected with the service sector (public or private) through call centers or otherwise and felt like we have been "worked." That burning feeling that what matters to you does not matt...