Discussions and questions around setting up the conversation review process: rating scales, peer review vs manager review, etc.
Here's a follow-up to the article 5 Steps to a Successful Support QA Calibration Process.
Conversation reviews and agent feedback can have a huge impact on the support team’s performance and... (More)
I prefer open feedback sans anonymity personally. I am comfortable giving and receiving open feedback. While I recognize the value of using it in some use cases (surveys, etc) I believe that agents might find anonymous quality feedback threatening and... (More)
Fine-tuning support QA, ticket reviews, and agent feedback processes with routine calibrations have become an integral part of quality-oriented business processes.
Here’s a quick guide on how to set up support QA calibrations to help your team deliver consistently delightful... (More)
It's an interesting question. In previous jobs, I have seen a big interest in disputes and score adjustments. I even built an arbitration process at one company. I would absolutely correct scores if a mistake was made. In my current... (More)
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