Customer Service Life
JANUARY 15, 2019
Over the past year or so I’ve had many conversations about contact center quality assurance — some of which I’ve shared in past articles. As I was scanning my list of blog post ideas, I realized I had some miscellaneous thoughts that fit under the quality umbrella and it’s about time we discuss them.
Customer Service Life
SEPTEMBER 7, 2018
Let’s pause for a moment and acknowledge that the proposition of cutting quality assurance — a resource-intensive process in most contact centers — and allowing customers to handle it would certainly be attractive to many contact center leaders. CSAT is sometimes measured too early in the process.
Customer Service Life
JUNE 17, 2019
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. With a quality tool, there’s no need for formulas to calculate scores when filling out forms. Calibrate with all scorers. Permissions and access.
Expert insights. Personalized for you.
75 
Let's personalize your content