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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.
That’s enough for some to either stop showing scores altogether or at least go over all of the feedback with the agent before showing a score. Before you throw out quality scores altogether, however, remember that the greatest value of a quality score is the ability to track improvement over time.
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