Remove Best practices Remove Customer centricity Remove Quality management
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Evolution of Quality Management: From Compliance to Customer-Centric

Playvox

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.

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4 Reasons Your Quality Management Stinks

Customer Centric Support

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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Top Five Obstacles to Customer Centricity #1 Silo’d Organisations

Peter Lavers

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.

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Why AHTs Still Matter and 5 Ways to Improve Them

CSM Magazine

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.

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Five Ways to Build Agent Confidence in the Contact Centre

CSM Magazine

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.

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The Comprehensive Guide to Assessing the Average Talk Time Metric in Call Centers

NobelBiz

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.

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The Key to Great Customer Service: Collaboration

Customer Centric Support

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.