From the course: Managing a Customer Contact Center

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Principles of contact center quality

Principles of contact center quality

From the course: Managing a Customer Contact Center

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Principles of contact center quality

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- The best customer contact centers are defined by quality, but what is quality? The need for organizations to improve quality and productivity has prompted numerous management movements over the years. Examples include Six Sigma, Management by Objectives, Total Quality Management, Kaizen, re-engineering to name just a few. This is a rich history on which to build and some defining principles of emerged in contact centers. Perhaps the most important is that quality must be based on customer needs and expectations. Consider the old adage about building the best horse buggy in town. If the arrival of the automobile means that nobody wants a horse buggy that can't be considered quality. The parallel is your contact center's measures of quality may suggest that everything is fine, but if you're not engaging with your customers where and how they prefer, your organization's reputation and future are at risk. Another defining…

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