Customer Service Life

SEPTEMBER 7, 2018

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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Quality calibration Calibration Surveys Coaching 97

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?

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Calibration Quality calibration Coaching Contact Center 75

Customer Service Life

JUNE 17, 2019

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.

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Calibration Quality calibration Contact Center Gamification 63