Key operations point for your Customer Care Center:
- Customer experience as your primary goal
- Service as a product
- Employees as your greatest asset
- Quality as everyone’s responsibility
Contact centers are shifting the focus of key performance indicators from quantitative to qualitative measurements.
The number of calls handled in a busy hour, average talk time and wrap-up times are losing their importance.
Service Savvy customers expect:
- Personalized service
- To do business at any time and on their terms
- Customer intimacy
- Raised standards of service
- Operational excellence
To Innovate . . . is to Improve
Meeting the needs of your customers can only be achieved with a robust . . . QUALITY ASSURANCE PROGRAM.
- Verifies how your contact center is performing
- Identifies your purpose and processes
- Determines your goals
- Improves customer contacts and agent performance
- Data analysis assists you with
- Training Evaluation
- Products and Services
- Marketing Campaigns
- Agent Use of Technology
- Performance Trends
This week’s question for your employees – When was the last time you updated your QA Program?
Thank you for reading and sharing!
Laura Sikorski – Independent Call Center Consultant
WebTV Show Video Archives http://thedailyblu.com/video/video/search?q=sikorski%27s+think+abouts