About SQC
In 2006, Tom Vander Well began blogging about customer service and Quality Asssessment (QA) in contact centers. the blog was called QAQnA (Quality Assessment Questions aNd Answers). Over time, QAQnA became one of the most popular and honored sites on the web related to customer service and call centers. The only problem was readers’ constant struggle to remember the blog’s cryptic moniker.
In the fall of 2010, QAQnA became Service Quality Central, the official blog of c wenger group, a consulting firm that helps their clients measure and improve service quality through customer satisfaction research, Quality Assessment (QA) and contact center training/coaching.
Same great content. Easier name to remember.
Tom Vander Well, partner and Vice-President of c wenger group, continues as editor and chief author at Service Quality Central.
Tom’s experience has given him the unique opportunity of working with many different companies and their contact centers – learning what works and, often, what doesn’t. In addition to his consultative work, Tom is a popular speaker and trainer on the topics of customer service, phone skills and quality assessment.
Tom lives in a picturesque Iowa town with his wife Wendy. He spends his free time investing in his churchand his local community theater.
The Truth of the Tape
The Check-Out Line and Hold Button Have Glaring Similarities
Year-End QA Considerations