See the latest articles on Quality & Customer Experience

There has been a significant amount of change in how organisations focus on Quality & Customer Experience within their customer contact centres. People are thinking differently about their approaches, moving away from the ‘tick box’ to a more inclusive approach that drives real change and improvement.

This community is a core area for our members and beyond, as we look to shape the industry and share best practice around making our organisations genuinely fit for the customer’s purpose.  We are always eager to learn how others approach these challenges, if you would like to share your success, please contact us here.

Use this page to keep up to date on the latest resources to help you develop the quality & customer experience in your organisation.

Fast track your learning by taking advantage of a growing body of experience in this area within our communities of best practice.

  • Read the latest case studies and research articles and Conference presentations (see related articles below)
Take a look at these articles, videos and links
30 Ways to Use Analytics
Accredited professionals: is this our career choice?
Adding value: assessing our impact on business, colleagues and customers
Affinion International Case Study 2016: A framework for Amazing Customer Experience
Are we fit for purpose? Rethinking customer contact in a digital world
Are you ‘fit for purpose’? The 2015 Quality Challenge
Case studies on customer experience and quality
Changing gear in the QA team: building organisational capability
Changing Gear: Rise to the customer challenge
City Park Technologies Awards Case Study and Site Visit 2014: Speech analytics improves risk & quality
Continuous improvement and the end-to-end customer journey
Customer Effort – A global metric to drive customer loyalty
Customer Effort - the original Harvard Business Review article
Customer service drives share price growth
EE Case Study 2016: Service Transformation: make it easy
Emotional intelligence: engaging customers and colleagues
Experian Awards Case Study and Site Visit 2014: How Quality Assurance delivers for customers
Mapping your social customer service eco-system
National Conference for Quality & Customer Experience 2017
National Quality & Customer Experience Award Winners 2017
Neopost Awards Case Study and Site Visit 2014 – Simple and Creative: applying speech Analytics
Performance and Quality – Critical success factors
Quality: what are we missing with a tick-box approach?
Rethinking Quality: are we fit for the customer’s purpose?
Rising customer expectations create new service challenges
Rising to the digital challenge: customer journey experience
RS Components Case Study 2016: Customer experience: 7 secrets for working at pace
Shop Direct Case Study 2017: Easy, personal and solved: a digital journey
Support: the need for collaboration and engagement
The 2013 performance and quality survey (P&Q Campaign)
The Big Disconnect in Social Media
The LimeBridge Value Irritant Grid
The Operational Excellence Model and the Five Steps to Success
Understanding channel shift and the use of new media
View Webinar Recording - Introducing the Performance & Quality Challenge
Why CEOs require better measures of customer value


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