Today I met with the Chief Evangelist at CX Effect, Justin Robbins, and we discussed whether the professionals in CX should focus on behavior as opposed to numbers. Quality assurance in the context of contact centers are often the score cards or mechanisms we put in place to understand how our teams are doing to keep their promises, or if we’re complying to processes put in place by the company. Are we doing the right things to drive the right outcomes?

What Justin does 1:18
Scoreless QA 4:00
Predictive vs reflective metrics 7:12
Scale metrics vs indicator metrics 12:19
Getting this into play 14:07
What is holding businesses back from investing in CX 16:48

“Think about the idea of customer experience. If I get 100% on my QA interaction with the customer I just had, that 100% is meaningless when I answer the phone or I answer the chat for that next customer. The game resets. There’s no winner or loser in customer experience, right? The whole point is to keep business going.” 7:56

https://www.linkedin.com/in/justinmrobbins/
cxeffect.com