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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.
This article was originally published on the FCR blog on December 10, 2018. Over the past year or so I’ve had many conversations about contactcenterquality assurance — some of which I’ve shared in past articles. What’s the point of quality scores anyway? Where does qualitycalibration come into play?
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