1 cup of coffee.
5 great links.
1 cup of coffee.
5 great links.
Four years ago, I started writing a blog about call center quality assessment (QA), customer satisfaction, and customer service. The blog was called QAQnA (Quality Assessment Questions aNd Answers). QAQnA attracted a loyal following over the years and became known as one of the best call center related blogs and websites anywhere. But, I consistently received feedback that QAQnA was cryptic and difficult to remember.
This past year it became clear that QAQnA was due for a facelift. I’ve been planning and working with Samwell Creative on a new look and a new name. Here it is. Welcome to Service Quality Central (SQC)!
It’s a new look and a new name, but you’ll find all of the same great content.
Thanks for making the switch. You’ll also be able to follow us on Twitter @S_Q_C. Many readers followed QAQnA through my personal Twitter account @tomvanderwell. You’re still welcome to follow, but you’ll find my professional and call center related content and thoughts posted @S_Q_C while my personal content will continue @tomvanderwell.
Take a look around. The full QAQnA archives are right here. In the weeks and months ahead we hope that SQC will become your hub for call center and customer service related information and insights!
I had a pleasant conversation yesterday with a regular reader who, after two years, emailed me and asked to have a conversation. It made my day. In the course of our chat he mentioned to me why he appreciated my blog, and what made it stand out. I've heard similar comments before from other readers. I hear it regularly from the person in our office who is tasked with scouring RSS feeds for client related news and content. There are a lot of blogs and sites that waste your time, not to mention the energy required to click the link. There are blogs that continually make it a worthwhile stop. What differentiates a worthwhile blog from a waste of time?
Here's what I hear from faithful readers:
Here's to worthwhile blogging, pleasant conversations, and mutual opportunities for growth and prosperity!
Whenever I hear someone in the blogosphere or Twitter railing against one of my clients, I immediately bring it to their attention. In most cases, I've witnessed my clients responding immediately and appropriately to the situation in an attempt to rectify a problem. After sending a handful of negative posts to one of my clients, however, I received a polite email back saying, "Thanks for sending these to me, but I just don't know what to do with them!"
For all of you companies who are reading this and asking yourselves the same thing, here are a couple of things you should think about:
Heidi Miller has been a kindred spirit in the blogosphere since I first started blogging over three years ago. She has a great post over at the Spoken Communications Blog asking how we're supposed to determine where to cut when customers want us to go the extra-mile (I've always said that there are no traffic jams along the extra mile).
One of the reasons I've come to respect Heidi so much is that she get's it. She spins her own take on the mantra I've been repeating for years. If you really want to make strategic decisions about what your customers want, you should start by asking them – and carefully listening.
FYI: When you're ready to listen to your customers, please feel free to contact me. Getting actionable data from listening to customers is our specialty!