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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, we generate reports each day that give...
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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 bought a bunch of jigs for creating different kinds of edges. In all the time I’ve...
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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. In this short audio Service Quality Central...
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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 of the year comes annual performance management reviews...
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The Check-Out Line and Hold Button Have Glaring Similarities
Image by Getty Images via @daylife 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 about what happens when...
View ArticleYou Can’t Fix What You Don’t Know is Broken
Can't see the video in your RSS reader or email? Click Here! I’m working with several new teams for a particular client. It’s always a bit of a sticky wicket when I show up for the first time. The...
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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 a colorful history. Movies and...
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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 for several years, but our work was...
View ArticleQA 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 high standard for his team and used our monthly reports, both team and...
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An Airplane on the Tarmac Profits You Little
Plane on tarmac: Sydney NS (Photo credit: mattjiggins) I had an interesting conversation with a call center manager the other day over breakfast. I asked him how things were going at work. After a...
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