Blog, Customer Experience, Metrics and Quality calibration

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. Not long ago I saw a demo of a cool product for gathering customer feedback called Stella Connect. A quality score is a standard metric on most agent scorecards and therefore they’re held accountable to it.

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So You Need a Quality Application? Consider These 7 Things

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? A robust quality tool already has built in reporting so there’s no need for more formulas or spreadsheets to get to a point where you can analyze your data.

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3 Reasons Why Customer Satisfaction Should Not Replace Quality Assurance

So You Need a Quality Application? Consider These 7 Things

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