Author: Weber Associates

How to destroy 5 years of brand equity in less than 72 hours

About 5 years ago, I became fed up with trudging into my local corporate-owned mobile carrier store to purchase or receive technical support. Not that I didn’t enjoy being greeted by a newbie employee with a tablet device, who asked a bunch of superficial questions, typed slower than molasses, and directed me to wait for […]

All Customers Are People

For brands that sell consumer products, the statement of “All customers are people” is simply a reminder to keep a focus on the customer and his or her personal needs. However, this statement is just as important to companies that market to other businesses … just as important to organizations that are trying to effect […]

What Gets Measured Gets Mismanaged

“A call center may boast high productivity and low costs per call, but that’s irrelevant if most of its activity is mopping up customer complaints about poor service.” – Simon Caulkin With apologies to Peter Drucker, the famous phrase “What gets measured, gets managed” encourages managers to foolishly disregard subjective measures of performance. The proliferation […]

This Call May Be Monitored For No Apparent Reason

“Not everything that can be counted counts, and not everything that counts can be counted.” – Albert Einstein Most call center operations monitor call quality.  Their purpose for monitoring calls is chiefly to manage compliance, i.e., confirming a customer’s ID, giving disclaimers, being clear and articulate about price and billing, etc. Those criteria may have […]

6 Keys to Sales Enablement Done Right

“Every year we make significant investments in TV spots, sales leads, marketing materials, new technology… yet we can’t seem to get any marked improvement in sales results,” says every Sales & Marketing Executive at the end of each year. You are not alone. Companies strive for top-line growth, but can’t figure out how to align […]

The Quality Revolution: Five Keys to Transforming Your Quality Program Key #5: Certification & Continuous Improvement

A Quality Revolution has been emerging in the last two years, transforming underleveraged and underperforming Quality & Call Monitoring Programs into predictors and drivers of performance improvement. The centerpiece of the revolution is Strategic Quality Assurance (sQA), and it works because it blends equal parts art and science. The preceding articles in this series introduced […]