About deelee

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So far deelee has created 10 blog entries.

From “Big Brother is Watching You” to Quality Appreciation

It’s been 66 years since the phrase “Big Brother is watching you” first made its debut in the classic novel Nineteen Eighty-Four by George Orwell. Nineteen Eighty-Four was later made into a movie in 1956 where audiences viewed on the big screen how government manipulated every aspect of its citizens’ lives in order to brainwash [...]

From “Big Brother is Watching You” to Quality Appreciation2018-06-22T11:54:17-04:00

Cox Communications, OK, TX, GA, NJ, AZ, CA, KS, VA, RI

“The material was very relevant, customized to our business and call center needs.  Best of all was I learned so many new things that can be used right away to help me make better, more informed decisions for the business. The trainer presented the information well and made it easy to understand (and fun!).  She's [...]

Cox Communications, OK, TX, GA, NJ, AZ, CA, KS, VA, RI2015-02-03T20:50:48-04:00

Lawrence Berkeley National Laboratory, Berkeley, CA

“Our facilitator knew her stuff and the training was perfectly tailored to our service needs. She related the content to LBL and our customer satisfaction scores are sure to improve!”

Lawrence Berkeley National Laboratory, Berkeley, CA2015-02-03T20:47:00-04:00

American Honda, Torrance, CA

“What I liked best about the seminar is the instructor.  She was so knowledgeable, clearly had worked in call centers herself.  She was full of energy and made learning fun!  She really helped me as a new supervisor.”

American Honda, Torrance, CA2015-02-03T20:50:29-04:00

American Home Shield

“Great training!  Instructor knows her call centers and needs to continue to help companies like ours.  This workshop will really impact us in a large way, it was so relevant to our business. An off-the-shelf training would have never worked for our group.”

American Home Shield2015-02-03T20:50:37-04:00

Coca-Cola North America, Atlanta, GA

“Our instructor was excellent!   Her knowledge of call centers, quality monitoring and people management was very valuable.  She added great insight that will help us influence and get buy-in from the agents on our team.”

Coca-Cola North America, Atlanta, GA2015-02-03T20:50:57-04:00

Aldo Group, Montreal, Canada

“Fun activities that related perfectly to our business.  Instructor had a wealth of call center knowledge and clearly had done her research to learn about our call center environment. No doubt this training will improve our  call center supervisors ability to manage our call center operations and frontline agents.”

Aldo Group, Montreal, Canada2015-02-03T20:51:05-04:00

EPB (Electric Power Board), Chattanooga, TN

“Powerful:  our instructor lead us through some challenging exercises and did so with enthusiasm and confidence.  Our training was worth every dime, customized to fit our fiber products and focus on the unique traits of our customers. Now our agents know just how to ask the right questions and provide the right solutions.  Thank you!”

EPB (Electric Power Board), Chattanooga, TN2015-02-03T20:51:26-04:00

Finding the Right Quality Coach: Supervisor or Quality Analyst?

The first step to developing an effective quality monitoring program is to define the quality standards that are right for your business.  Next, you have to communicate those standards to your frontline agents and commit to an ongoing program to monitor and coach your agents' performance. Which brings us to the topic of this article: [...]

Finding the Right Quality Coach: Supervisor or Quality Analyst?2018-06-22T11:54:17-04:00


The Contact Center Review evaluates and improves the health of your call center.  The consultants combine more than 40 years of telecommunications and contact center consulting experience with a unique diagnostic approach to identify symptoms and prescribe treatment for call center ailments.  This process identifies areas of excellence and opportunities to improve customer service, net [...]