29 Mistakes to avoid with quality assurance programs

29 Mistakes to avoid with quality assurance programs

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Mistakes to avoid with quality

Mistakes to Avoid with Quality Assurance Self-Assessment and Tips

Today Customer Relationship Metrics, L.C. released a new ebook 29 Mistakes to Avoid with Quality Assurance that includes a 29-point (and a bonus) self-assessment on common mistakes that can be avoided that ultimately undermine a contact center’s ability to maximize customer experiences with service delivery. The findings in the ebook are based on more than a twenty year span of analyzing and designing a holistic approach to quality assurance practices in contact centers.

Virtually unheard of until recently, quality assurance transformation has quickly become one of the hottest activities in contact centers. In the past six months, quality assurance transformation has become a big topic of discussion in the press, blogs, social networks, and industry events.

Contact Center Quality? Quality Problems!

But here’s the problem: even world-class contact centers are in search of uncovering the mistakes to avoid with quality assurance programs. They want more value from their quality assurance programs, primarily because benchmarking is holding innovative practices back: the skills necessary to analyze and understand where opportunities exist with quality assurance is constrained. Translating practices into behavior that drives bottom-line results; and providing the proof of value in contact center quality assurance programs requires an awareness of mistakes to avoid with quality assurance, instead of following what others are doing.

mistakes to avoid with quality assurance programsDr. Jodie Monger, founder and president of Customer Relationship Metrics, said, “Contact center quality assurance transformation has now become a necessity. Everyone in contact centers knows that they must deliver exceptional customer experiences. They also know that there has been a problem with quality assurance programs for decades but very few understand how to actually transform it to better serve their customers.”

Dr. Monger continued, “Ironically, reports of the widening of the gap between what customers perceive as quality and what contact centers perceive as quality has done little to bring about significant reform with quality assurance practices.”

Where to go? Begin with awareness!

customers-grade-the-callsSo contact center leaders are stuck: they need to close the gap, but are not aware of how to go about transforming quality assurance. Increasingly, these enterprises are turning to the advisory services of Customer Relationship Metrics.

Dr. Monger continued, “Customer Relationship Metrics serves many recognizable brands across numerous industries. We help these companies identify behaviors for transformation, revealing practices that are undermining their customer experience objectives.”

By focusing on analyzing data in conjunction with quality assurance practices, contact centers can easily identify those practices which erode the customer experience. Once these problems are fixed, experience levels increase and costs decrease organically.

Dr. Monger added, “Analyzing contact center quality assurance can be overwhelming. But we make it simple for clients by pointing our focus at the most meaningful practices that can deliver the most significant customer experience results in the quickest timeframe possible. We eliminate blind spots and avoid time and resource failures, while making quality assurance transformation easier to implement.”

Improving Contact Center Reputation

Customer Relationship Metrics is university-founded and committed to the betterment of the contact center industry. It provides numerous resources that are publicly available for which all to benefit.

Dr. Monger concluded, “Awareness is the beginning to a change. We are dedicated to making the contact center industry better for all stakeholders: clients and non-clients alike. We view this as a winning formula for all involved.”

About Jim Rembach

Jim Rembach is a panel expert with the Customer Experience Professionals Association (CXPA) and an SVP for Customer Relationship Metrics (CRM). Jim spent many years in contact center operations and leverages this to help others. He is a certified Emotional Intelligence (EQ) practitioner and frequently quoted industry expert. Call Jim at 336-288-8226 if you need help with customer-centric enhancements.

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