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. Here’s why.
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