NEWS RELEASES
Lippert's New Quality Standards Implemented In Customer Services
Editor's Note: This news item was retrieved and first published through Lippert Component's website.
ELKHART, Ind. - Lippert Components recently launched its Quality 2.0, a Contact Center quality management program within the company’s Customer Services Division. LCI’s new Contact Center quality management program removes agent scoring, and instead, places emphasis on the Contact Center team member’s interactions with customers.
According to a press release, through objective questions and monthly, one-on-one coaching conversations between front line team members and their supervisors, Contact Center team members and team leaders work together to identify areas for quality improvement. Quality 2.0 is an innovative approach to improve the Company’s ability to effectively service its customers and provide meaningful customer experiences. “At the end of the day, it is about equipping team members with the best training and tools, with the ultimate goal of helping them provide excellent Customer Service,” comments Lauren Hinkle, LCI Leader In Training, Customer Services.
Find out more about the Quality 2.0 program here.