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A Miscellaneous Lot of Thoughts on Quality Scoring

Customer Service Life

They believe that quality assurance is about coaching agents and making continuous improvement over time and that supersedes a score. Any seasoned coach has seen the look in an agent’s eye when they’re handed a quality review and they go straight to the score. Where does quality calibration come into play?

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3 Reasons Why Customer Satisfaction Should Not Replace Quality Assurance

Customer Service Life

Not long ago I saw a demo of a cool product for gathering customer feedback called Stella Connect. They were positioning this not as a customer satisfaction tool, but as a quality tool to allow customers to rate the quality of the service they received. Click here to read the original.