In the age of multichannel, improving customer service is easier said than done. Customer service not only has to be perfect every time, but consistent across all locations, channels, lines of business and departments. Implementing a quality management process is the first step in ensuring you are providing consistent and excellent customer service. This week we explore tips and tricks on how to take your quality management plan to the next level.

Great Article #1: 30 Tips to Improve Your Call Quality Monitoring

Quality monitoring plans can be found in any contact center regardless of size or industry. In this piece, the folks at Contact Center Helper surveyed leaders from a variety of industries to come up with 30 tips to help you improve your call quality monitoring. Find tips for improving your call quality monitoring such as supporting feedback, forums, high-yield behaviors and more.

Great Article #2:  Omnichannel Quality Management: What Are the Criteria by Which Contact Centers are Being Judged?

The goal of multichannel customer service is to maintain a consistent level of customer service regardless of the channel. The ability to effectively monitor customer communications throughout the complete customer journey is critical to a successful quality program. In this piece, the folks at CRMXchange explore the benefits businesses can realize by utilizing a comprehensive omni-channel quality management system.

Blog Post:  The Key to Excellent Customer Service: Call Calibration

Call calibration is the key to providing excellent customer service across all channels and lines of business. Group Elite's team of experts list 6 ways you can set up a call calibration process that is guaranteed to put your quality plan on the road to success.

Want to talk QM and calibration?  Let's talk.  QM is one of my favorite topics.  Click here to book a time on my calendar today.


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Matthew Storm

Matthew Storm

Matthew Storm is the VP of Marketing and has been evangelizing and promoting customer experience solutions for over 20 years. Previously he lead marketing programs for contact center technology providers such as Jacada, NICE Systems, OpenText and QPC in the Americas, Europe and Middle East. Before working on the vendor side, Matthew got his start in the contact center industry back in the 1990s while working for Dell Computer and various startups where he implemented solutions for workforce management, recording, analytics, predictive dialers and CRM. Matthew is a graduate of Oklahoma State University and has an MBA from St. Edward’s University. He and his wife Karla live in Dallas, Texas and is very proud of his Park Ranger daughter.