Meaning of Quality in Terms of Customer Experience

today ill talk about something which has captivated and held most of my time for the last 6 months, and that is something called " A Positive Customer Experience". There was a time when a lot of companies were focused on productivity results and Customer Experience was just something the resident Quality Manager / Team would talk about. Something which was there at the back of most peoples minds but not really a priority at the operational levels. Most people were not even clear what it meant and had varied definitions for it. In the parlance of the Call Center Industry many people considered that good communication skills, a good accent etc was all that was needed to ensure a positive experience to the customer and most companies spent huge amounts of cash on training people on these aspects. However research has shown that these are not the only driving factors for a positive experience. I would define a an experience as what actually happens to the customer when he calls into or an agent calls a customer. Things like line clarity, comprehension skills of the agent the customer is speaking to, empowerment of the agent to resolve issues etc all go into play here. Going a bit deeper lets take an example of a Tele- Sales Outbound agent making a pitch to the customer, in these kinds of scenario things like Brand Awareness of the agent, his belief in the saleability of the product, his belief that its a good buy for anyone, his ability to answer questions accurately, the kind of technology thats supporting him in making his pitch etc etc all go into play while providing a positive customer experience.