Howdy everyone! :) I'm hoping to get some tips or advice from this group. In our peer review process, we currently utilize both a scorecard and comments, and have quickly found that our team values the feedback from comments more... (More)
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Hey Ines 😻
In my previous company we had QA sit inside of the support org. We had what we called a CSI (customer service improvement) team, essentially this team was for specialist roles that were not customer facing, so... (More)
Exciting news! ✨
For the third time already, we joined forces with Intercom, Aircall, and Support Driven in creating the Customer Service Quality Benchmark Report.
Our most comprehensive edition yet (we surveyed over 4,000 customer service professionals!) features benchmarks... (More)