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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. 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.

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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.