Accountability Coaching Customer Experience Quality calibration 
Customer Service Life
SEPTEMBER 7, 2018
For those who aren’t familiar, quality assurance is a process where a random set of customer interactions (phone calls, emails, chats, etc) are reviewed regularly based on a predetermined set of criteria. A quality score is a standard metric on most agent scorecards and therefore they’re held accountable to it.
Customer Service Life
JUNE 17, 2019
A comparison of our scores against other key metrics like handle times and customer satisfaction. Quantity of quality monitors completed against our goal for a time period. Performance on individual objectives on the form to provide targeted coaching and training for the areas where teams and individual agents struggle most.
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