Calibration Customer Experience Customer Service Quality calibration 
Customer Service Life
SEPTEMBER 7, 2018
A quality score is a standard metric on most agent scorecards and therefore they’re held accountable to it. It’s an essential process for any company that wants to deliver consistently great customer service. This can potentially allow your quality team to review more interactions (up to 100%). Here’s why.
Customer Service Life
JUNE 17, 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. Are you a customer service manager who also happens to be an Excel whiz?
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