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We do weekly calibration sessions and evaluate one interaction, either a call or web case. As a group, we either listen to the phone call or review a web case from our customer portal. We then evaluate and score the... (More)
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Setting up the processDiscussions and questions around setting up the conversation review process: rating scales, peer review vs manager review, etc.
Discussions and questions around setting up the conversation review process: rating scales, peer review vs manager review, etc.
Beyond a monthly group calibration, I'm curious to learn more about how other teams evaluate the work of their Reviewers for their QA performance evaluation, if anyone has a system they use? I'm setting this up for my QA team... (More)
Quality assurance program is a great way to improve efficiency, boost morale and foster professional growth in your customer service team.
However, in order to achieve this, you’ll need to be asking the right questions while conducting your conversation reviews.... (More)
