Blog Contact Center Feedback Quality calibration 
Customer Service Life
JANUARY 15, 2019
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. What’s the point of quality scores anyway? Where does quality calibration come into play?
Customer Service Life
SEPTEMBER 7, 2018
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 then led me to ask: Can and should customer feedback ever replace our own internal quality assurance efforts?
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