QA is a Human Enterprise

I was grieved to recieve a call yesterday informing me that one of the young operators at a client's call center was in a tragic car accident and is being removed from life support.

For all the numbers and data, Quality Assessment is, at the root of it, a human enterprise. Contact Centers become family. I have always attempted to treat every person I coach and train with dignity and respect (even when, in the moment, individuals may react in angry, disrespectful ways).

It's a sobering, but worthy reminder today. Life is fragile. Let's endeavor to treat each other with care.

  2 comments for “QA is a Human Enterprise

  1. June 23, 2009 at 2:12 pm

    Amen, Tom. My family will be in prayer for this family.

  2. June 23, 2009 at 4:15 pm

    On behalf of this young woman’s family, I thank you and your family for your prayers. I found out today that her vital organs were donated so that, despite this tragedy, others might live longer lives.

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