3 Reasons Why Customer Satisfaction Should Not Replace Quality Assurance
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. CSAT can be gamed.
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