2026 Schedule

In the IT and Support world, Customer Support Quality is often an afterthought—either reduced to a basic compliance checkbox or buried under layers of complexity, requiring expensive software and advanced AI. Most programs are either too rudimentary to drive real change or so overcomplicated that only the most well-funded organizations can participate.

Quality 2.0 is the alternative: a human-centered, data-driven, and tool-agnostic framework that bridges the gap between outdated checklists and high-cost solutions. Built on a simple, adaptable data model, Quality 2.0 empowers organizations to design for impact by starting with the outcomes they want and working backwards with whatever tools they have—whether that's Power BI, Tableau, Lookr, or simple programs like MS Forms and Excel.

With just a few targeted rubric questions, this approach allows you to document and address anything in your SOPs, while delivering a holistic quality score (out of 100), per-competency ratings, and specific root cause deduction reasons. Leaders can spot trends and coach to them in five seconds or less, and analysts gain clarity on exactly where to focus for improvement—no more sifting through mountains of feedback or waiting for expensive upgrades.

The results speak for themselves: we achieved a 5% increase in CSAT and saw significant reductions in repeat errors across multiple categories—for example, instances of analysts not leaving appropriate internal notes dropped by 43% in just a few months. Quality 2.0 makes quality management accessible, actionable, and sustainable. It's a common-sense approach that empowers teams, delivers fast insights, and proves you don't need a big budget to drive a true quality culture.

Note: This is related to Customer Support and Experience Quality, not software quality practices.

Takeaway

How to design a human-centric, data-driven quality program that works with any tech stack—no expensive software required

Practical steps to move beyond checklist compliance and drive real performance improvement

How to leverage simple tools (like Excel, Power BI, or MS Forms) to deliver fast, actionable insights for leaders and analysts

Ways to reduce repeat errors and raise customer satisfaction through targeted, flexible rubrics and dashboards

How to empower analysts to manage their own metrics and enable leaders to coach effectively by understanding analyst performance trends in five seconds or less.