Quantity and Quality Assurance in Customer Service
In your CX organization, why do you perform Quality Assurance (QA)? To gain insight into agent performance? To measure customer sentiment? To enable better coaching
to learn about outcomes and resolutions? To see the day-to-day with the agent lens – what’re they talking with customers about?
How to Improve Customer Service with Sentiment Detection
Do you know how your customers feel during chat and email conversations? We know that CSAT really can’t provide the full story – these surveys are usually riddled with bias, and the best response rate you can hope for is around 30%.
The State of QA in Support And What Defines Quality in CX
Whether quality is a metric or a business department—even our panelists have varying opinions—it’s important to take the time to define what it means to your organization.