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Setting up the process
Setting up the process

Discussions and questions around setting up the conversation review process: rating scales, peer review vs manager review, etc.

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Merily Leis
Community Manager 🐈

Pros and Cons of 3 Support QA Calibration Strategies

Here's a follow-up to the article 5 Steps to a Successful Support QA Calibration Process.

Pros and Cons of 3 Support QA Calibration Strategies

Conversation reviews and agent feedback can have a huge impact on the support team’s performance and... (More)

Corinne Flanagan
Smartsheet Senior Manager of Training, Quality, & Operations

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)

Merily Leis
Community Manager 🐈

5 Steps to a Successful Support QA Calibration Process

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)

Corinne Flanagan
Smartsheet Senior Manager of Training, Quality, & Operations
Voted for Yes, they can dispute and we change the score

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)