This site uses cookies to improve your experience. By viewing our content, you are accepting the use of cookies. To help us insure we adhere to various privacy regulations, please select your country/region of residence. If you do not select a country we will assume you are from the United States. View our privacy policy and terms of use.

Remove Blog Remove Metrics Remove Quality calibration Related Topics
Calibration Gamification Coaching Accountability Contact Center Customer Service Customer Experience Analytics Surveys Feedback More Related Topics >
article thumbnail

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.

Quality calibration 97
Quality calibration Calibration Surveys Coaching 97
article thumbnail

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. Calibrate with all scorers.

Calibration 63
Calibration Quality calibration Contact Center Gamification 63
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

 

Stay Connected

Join 52,000+ Insiders by signing up for our newsletter

About
Awards
About
Editions
Awards
Editions
Topics
LinkedIn Twitter
Powered by Aggregage | Terms and Conditions | Your California Rights and Privacy Policy
© Aggregage 2024