Rethinking Quality: are we fit for the customer’s purpose?


There is a sea-change going on in Customer Experience and Quality for customer operations. Many organisations are still stuck in a rut; changes to customer experience, when they happen are driven by other teams or by marketing. Yet among innovators, the currents of change are flowing in a different direction, propelled by a focus on the customer at all levels and a new approach to performance improvement and quality.

A colleague from my old British Airways days in the 1990s was saying many people would still regard what we did then as good practice – nearly 25 years later. How can it be, when so much else has changed, that Quality still follows the patterns set when call centres first became widely adopted?

Read the full article.

First published in the 2013 Best Practice Guide Putting People First.

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