Tom Vander Well
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 on the other end of th line. In this brief two minute video, Tom Vander Well provides a couple of...
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 would make the suits at that company understand what it's like to endure their own abyssmal service. A european television...
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. I always encourage clients to start with a few foundational questions: "What is our goal, and what do we want the...
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, it is natural for things to take longer than planned. In a meeting a few weeks ago the discussion came...
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 key behaviors or service elements that will consistently meet and exceed the customer’s expectations and drive increased satisfaction. They are important, but...
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. The Customer Service team has been working on improving their service delivery, and the behavioral data from our on-going QA...
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 (CSRs), supervisors and managers simply don’t understand the QA scale/scorecard, nor do they understand the process of how calls are...