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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.

SQC Video: Coaching CSRs with “Must Mouth”

"Mush mouth" happens in every call center. A CSR rattles on in an endless stream of words that are completely unintelligible to the customer...

Giving Them a Taste of Their Own Medicine

Admit it. You've been so angry with a company's poor customer service that you've used your time on hold to creatively design schemes that...

Are You Measuring What You Are, or What You Want to Be?

When it comes to developing a scale by which you measure your company's phone calls, there are a number of ways to approach it....

A Little Consideration Goes a Long Way

Our group is currently working with one of our clients on a major overhaul of their quality program. With projects of this size,...

With On-Line Chat, a Few Extra Words Go a Long Way

Our group occasionally goes beyond call monitoring to provide Service Quality Assessment for a client’s e-mail and/or on-line chat communication. The process is virtually the same. We define the...

We’ve Improved! Why Isn’t the Customer Satisfied?

I’m working with a client’s contact center this week and the data from our Customer Satisfaction and Quality Assessment (QA) reveal an interesting story....

Improving Your Team’s QA IQ

One of the common, unrecognized problems our group sees in many contact center quality assessment (QA) programs is simple ignorance. Front-line Customer Service Representatives...

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