ABSTRACT
This chapter outlines quality monitoring and service improvement advice covering people performance, quality, systems and internal processes. It is well recognized that customer loyalty is created only when the experience matches the expectation. Companies launching a new product and creating a new market initially go through a frenzied period of acquiring customers with possibly little regard for the need for retention. Retaining customers requires contact centres to put in place an effective 'people' performance management programme, which carries the same level of priority and focus by senior management as that given to technology. Perhaps the most important contributor to delivering a consistent customer experience is quality monitoring and coaching. The single most significant influencer to achieving a consistent customer experience is the role and relationship between the advisor and team leader. Coaching is a core competency for all managers, especially team leaders. Evaluation is an important component of continuous learning and improvement.
