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Tom Vander Well

Tom Vander Well
Vice-President of c wenger group. In 29, Tom was named as one of the top 1 people in the call center industry by an industry magazine. He works with our clients as a senior SQA data analyst, training development leader and Quality Assessment specialist. Tom holds a B.A. degree in speech/communication from Judson University and has been with c wenger group since 1994.

An Airplane on the Tarmac Profits You Little

I had an interesting conversation with a call center manager the other day over breakfast. I asked him how things were going at work....

In Customer Service, Improvisation is Sometimes Necessary

from henriqueiwao via Flickr My colleague was scheduled to present a training session to one of our client's teams this morning. I was scheduled to...

QA is Important: You Get What You Measure (or Don’t)

I was proofing the monthly SQA reports for one of our clients last night. This team has had a tenacious supervisor. He held a...

Quality is for Internal Customers, Too!

from andrewscott via Flickr Our group just completed two pilot Service Quality Assessment projects for a client. We've been providing QA services for this company...

The Truth of the Tape

Image via Wikipedia Since Prohibition, when recorded phone conversations with a bootlegger were first used in a criminal prosecution, the taped phone call has had...

The Check-Out Line and Hold Button Have Glaring Similarities

The Wall Street Journal had a great article this morning about the science of finding the best check-out line. Within the article, it talked...

Year-End QA Considerations

Image by studiocurve via Flickr For many companies, the months of November, December and January signal the end of a fiscal year. With the end...

Podcast: Discipline Issues That Effect Your QA Program

Image via Wikipedia The data and reports coming out of many QA teams is both inaccurate and invalid because of discipline problems underlying the process....

Getting Started with QA: Getting Your Feet Wet

On the workbench in my garage is a router and router table. I bought it several years ago. It's a nice one. I even...

Beware of “Metrics Deception”

Image via Wikipedia When talking to managers about their contact center's quality program I'll often ask what they are currently doing to measure quality. "Well,…

Defiance is More Work Than Behavior Change

Image by PaulDCocker via Flickr Years ago I went back to visit some old teachers and to thank them for their influence in my life....

New CSRs and the QA Question

The other day I received an email from a subscriber asking about my thoughts on how to transition new employees into the Quality program....

Podcast: Motivation & Your Call Center’s QA Program

Image via Wikipedia Service Quality Central has entered the world of podcasting! Enjoy Tom’s very first podcast as he takes a few minutes to consider...

Addressing Team Differences in QA

Standardization can sometimes be a bit of a holy grail for corporations. We have several corporate clients who have multiple divisions and teams across...

The Social Media Buzz; Time for Decaf?

I was part of a great ACCP event last week sponsored by Avtex and hosted by Pella Corporation at their headquarters. There was a...

Things You Learn Capturing Calls

As the QA provider for some of our clients, c wenger group employs a small group of dedicated specialists whose job it is to...

Angry Customers Part 4 – Do the Opposite

It was brought to my attention that this post had gone missing from the archive. Thanks for bringing it to my attention! Angry customers...

Self-Serve Success Means Changing Metrics

Just read a great post over at Customer Experience Crossroads reminding us all that the boon in customer self-serve options means that a greater...

QA Today:The Human Element

There are a growing number of companies who are scrapping internal call monitoring programs and Quality Assessment initiatives. One noticeable trend is the shift...

QA Today: Pondering Some Foundational Thoughts

This is the first part of a series of posts regarding the state of Quality Assessment (QA) in the Call Center or Contact Centre. I've...

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