Quality management and Workshop - Customer Contact Central

The Five Rules for Affecting Real Culture Change

Beyond Philosophy

OCTOBER 29, 2020

I was running a workshop with a utility client many years ago about the concept of Customer Experience. In my early career in corporate life, the philosophy flavor of the month at that particular time was Total Quality Management. Culture change is not easy. Also, include how you want to measure it.

Airlines

Airlines Customer centricity Call Center Quality management

Unlocking Success: Harnessing AI as Your Co-Pilot for Smarter Decisions

Beyond Philosophy

MAY 23, 2024

If you work in customer service or quality management, you can apply what we have been discussing here in a few ways. That could mean determining how those targeted emotions (like trusting the organization, feeling cared for, and being happy with the company) manifest themselves in the quality measure.

Customer centricity

Customer centricity Call Center Banking Customer emotions

AI-Driven Excellence in Call Center Quality Management

Balto

NOVEMBER 28, 2023

Call center quality management can present numerous challenges for your business. More often than not, you’ll find yourself dealing with one of the following two issues: a lack of data for accurate quality management, or an abundance of data with limited ability to transform it into useful insights.

Quality management

Quality management Call Center Management Contact Center

From Onboarding to Excellence: Your Contact Center Training Guide for 2025

Calabrio

APRIL 11, 2025

Modern Workforce Engagement Management (WEM) software , encompassing tools for efficient workforce planning, as well as quality management and performance coaching , can play a vital role here. Integrate Quality Insights Directly into Coaching Workflows Bridge the gap between evaluation and development.

Contact Center

Contact Center Coaching Call Center Average Handle Time

Boost Agent Morale with These 6 Strategies

Playvox

MARCH 21, 2024

Let’s take a look at six ways a manager or supervisor can positively impact agent morale. One way to provide feedback is via conducting consistent quality management (QM) reviews. 96% believed, “Negative (redirecting) feedback, if delivered appropriately, is effective at improving performance.”

Morale

Morale Contact Center Quality management Coaching

Top 10 Ways To Boost Contact Center Efficiency & Productivity

Playvox

MARCH 27, 2023

This could include a combination of classroom training, on-the-job training, learning courses , and workshops. By analyzing metrics such as interaction volume, hold times, and First Contact Resolution rates, contact center managers can identify patterns and address underlying issues.

Contact Center

Contact Center Gamification Coaching Quality management

How To Set Up Excellent Call Center Calibration sessions?

NobelBiz

FEBRUARY 15, 2023

Call calibration sessions A calibration session is an activity used to unify management ratings and metrics. This workshop brings together at the same table the management of the contact center and the ordering client. The objective is to connect the client’s expectations with the external service provider’s service quality.

Calibration

Calibration Call Center Call Logging Quality management

Changes in Latitudes, Changes in Attitudes: See us at LISTEN 2019

Aspect

OCTOBER 21, 2019

There will be stories from CallMiner Eureka users and industry gurus in over 50 sessions and workshops split into separate tracks for executives, program owners, and data scientists & analysts. Come Monday. Ok, so it’s actually Tuesday….

Best practices

Best practices Quality management Consulting Consulting

Contact Center Quality Assurance: Best Practices Guide

Outsource Consultants

JANUARY 16, 2025

Both QA team members and agents need thorough education on quality standards and evaluation processes. This approach not only improved overall quality scores by 20% but also fostered a culture of continuous improvement among agents.

Best practices

Best practices Contact Center First call resolution Average Handle Time

High-quality human feedback for your generative AI applications from Amazon SageMaker Ground Truth Plus

AWS Machine Learning

MAY 30, 2023

You don’t even need deep ML expertise or knowledge of workflow design and quality management to use Ground Truth Plus. From there, an expert workforce that is trained on a variety of machine learning (ML) tasks labels your data. He started his career at Bell Labs and was adjunct professor at Columbia University.

Feedback

Feedback Chatbots Engineering Advertising

Top 51 Customer Service Leaders – Best Customer Experience Influencers

Netomi

JANUARY 5, 2022

He also led the creation and updating of many of Forrester’s customer experience evaluation methodologies and training workshops. When not working you can typically find him spending quality time with his wife Alicia and their three boys, running with his dog, or dreaming of native trout rising for a size 16 elk hair caddis.

Customer Experience

Customer Experience Customer Service Consulting Consulting

B2B Customer Experience Governance

ClearAction

JULY 23, 2023

It indicates cross-functional workshops, techniques, processes, and cadences that need to become systematized for each group to improve their synchronization with customers’ standards. Key strengths needed in your CXM core team include change management, organizational learning , quality management , and business savvy.

Government

Government B2B Customer Experience Enterprise

Six Common Mistakes Almost Everyone Makes In Quality Monitoring In Contact Centers

Myra Golden Media

JULY 16, 2019

After I deliver a customized, engaging customer service workshop, I help my clients reinforce the main ideas. One way I do that is by teaming up with the company’s Quality Assurance team. When working with the quality people to help make sure employees apply the soft skills I teach them, I find six typical mistakes.

Calibration

Calibration Contact Center Coaching Construction

The Customer Service Vision Statement

Customer Centric Support

FEBRUARY 13, 2017

It was an ICMI workshop by the one and only Jeff Toister that first turned me on to the concept of a Customer Service Vision. A Customer Service Vision Statement is your opportunity to bridge this gap, and channel purpose into everything from quality management, to coaching conversations, to rewards and recognition.

Customer Service

Customer Service Customer centricity Coaching Contact Center

CEO’s Guide to Growth through Customer Experience Alignment

Answer Dash

APRIL 16, 2019

She is an AMA Professional Certified Marketer, ASQ Certified Quality Manager, Certified Practitioner of Myers-Briggs Type Indicator, and CXPA Certified Customer Experience Professional. Lynn authored 6 benchmarking studies and 3 CXM handbooks (Amazon).