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3 Reasons Why Customer Satisfaction Should Not Replace Quality Assurance

Customer Service Life

This article originally appeared on the CustomerThink blog as part of my monthly column on June 12, 2018. Not long ago I saw a demo of a cool product for gathering customer feedback called Stella Connect. A quality score is a standard metric on most agent scorecards and therefore they’re held accountable to it. Here’s why.

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A Miscellaneous Lot of Thoughts on Quality Scoring

Customer Service Life

This article was originally published on the FCR blog on December 10, 2018. Over the past year or so I’ve had many conversations about contact center quality assurance — some of which I’ve shared in past articles. Where does quality calibration come into play? Click here to read the original.