Playvox
FEBRUARY 6, 2024
Ask people to name three companies known for their customer-centric approach to business, and there’s a good chance some common names will surface: Nordstrom, Apple, Trader Joe’s, Patagonia, and others frequently come to mind. It’s often the continuous improvement or quality management (QM) piece where contact centers struggle.
Customer Centric Support
JULY 18, 2017
Tips for creating a customer-centric quality management program. When implemented well, a Quality Management program has the potential to revolutionize both the agent and the customer experience. Clearly, not all Quality Management programs are created equal. How much better is that!?
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Peter Lavers
JULY 6, 2016
This series of blogs is based on the early results of research undertaken by Peter Lavers on customer centricity. Participants are asked to tell us what, if anything, they are pulling their hair out over when it comes to customer centricity. There’s a complex, quality managed, business system behind them.
CSM Magazine
OCTOBER 10, 2023
A better approach is to encourage closer collaboration between contact centre and quality teams, utilising automated Quality Management (QM) tools to highlight AHT anomalies and uncover trends that often skew the metric. About the Author Graeme Meikle is a Senior Workforce Management Consultant at Calabrio.
CSM Magazine
APRIL 25, 2023
Embrace Brand Guardianship Competition is now fiercer than ever so encourage agents to become true brand guardians, taking the lead in influencing brand perception and sharing CX best-practice across the whole organisation.
NobelBiz
SEPTEMBER 12, 2023
Beyond ATT, OMNI+ offers comprehensive tools for resource allocation, predictive analysis, and quality management, making it the go-to solution for enhancing contact center efficiency and customer experiences. Pressure on Agents : Overemphasis can pressure agents to rush calls, potentially harming customer experience.
Customer Centric Support
SEPTEMBER 1, 2016
3 – Polarizing Quality Management. Quality Management should be a process in which management and employees identify improvement opportunities together and work on them together. Return To Customer Centric Support. Accountability must exist on all levels and be part of the culture.
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