Comments on: Understanding “Improvement” http://improvemybusinessnow.com/2008/06/11/understanding-improvement/ Making the world a bit better - one streamlined idea at a time. Mon, 06 Feb 2012 04:47:25 +0000 http://wordpress.org/?v=2.7.1 hourly 1 By: admin http://improvemybusinessnow.com/2008/06/11/understanding-improvement/comment-page-1/#comment-11 admin Tue, 24 Jun 2008 13:24:51 +0000 http://improvemybusinessnow.com/archives/27#comment-11 Hi John, That sounds great - can you give us an idea of what that now looks like? What are you looking for (good and bad) in order to gauge customer experience and expectations? Mary Hi John,

That sounds great - can you give us an idea of what that now looks like? What are you looking for (good and bad) in order to gauge customer experience and expectations?

Mary

]]> By: John Fischer http://improvemybusinessnow.com/2008/06/11/understanding-improvement/comment-page-1/#comment-10 John Fischer Tue, 24 Jun 2008 12:48:04 +0000 http://improvemybusinessnow.com/archives/27#comment-10 My company recently decided to change our QA monitoring process. We were scoring each call monitored and had metrics set up. Now, we've dumped the scoring system and are focusing on customer expectations and experience. We're doing more side by side monitoring and coaching. The agents love it too. I wonder how many other call centers have made this change? My company recently decided to change our QA monitoring process. We were scoring each call monitored and had metrics set up. Now, we’ve dumped the scoring system and are focusing on customer expectations and experience. We’re doing more side by side monitoring and coaching. The agents love it too. I wonder how many other call centers have made this change?

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