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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. This can potentially allow your quality team to review more interactions (up to 100%). Click here to read the original.

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So You Need a Quality Application? Consider These 7 Things

Customer Service Life

This article was originally published on the FCR blog on May 24, 2019. How are you currently tracking quality for your customer service team? I hope that’s a freeing thought for folks out there who might feel like they’re doing quality wrong in their contact center because they’ve not yet gone high tech.