The idea of self-reviews is usually for agents to reflect on past tickets so they can formalize what they did really well and what could improve on. It's usually helpful if they can self-review and star a couple of messages... (More)
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Quality Tribe is a CX quality community for customer service professionals.
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I've been thinking about writing articles on the topic of quality in customer support for a while, and today was the day I finally put thought into action. I've published my first post, "Defining Quality In Customer Support"... (More)
I'm a Customer Support agent at Automattic, and specialise in our eCommerce platform, as well as quality assessment. I've also been the liaison between Klaus and Automattic for almost two years :) Looking forward to sharing more with you all!