Find the 'Cost of Quality'

Haugsted, Linda
March 2008
Multichannel News;3/17/2008, Vol. 29 Issue 12, p27
The article offers Startek product and industry marketing vice president John Vanderpool's views on how service providers can improve the customer experience. He suggests service providers to adopt a service-first culture, which should start at the organization's top. He also hints dropping traditional measurements like call-handling time. He likewise recommends developing a friend at the cable company concept as well as defining the cost of quality and understanding its implications.


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