Merily

12,300

Marketing @ Klaus 🐈

My favorites are Inside Intercom149 (has a mix of CX, marketing, and product management topics), Customer Experience Leaders Chat48 by Nicereply and Customer Support Leaders50 by @Charlotte Ward41 (who's also in Quality Tribe - yay! 😻)

And, of course,... (More)

Hi Kasha! I have a couple of resources that may be useful for this:

3 Hacks to Make Customer Service Feedback Your Daily Routine

How the Makers of WordPress.com Foster Feedback in a Remote Team

Hope these help a bit... (More)

Good questions, Samantha! I guess there are a lot of factors that add to the NPS score. We've written about the connection between agent self-assessment and NPS here154, hope that helps a bit.

Here's a new article we wrote on the topic. Hope you enjoy:
5 Steps to a Successful Support QA Calibration Process

@Stacy Justino65 from Wistia83 shared how they set up peer reviews. It's really insightful: How Wistia Set Up Customer Service Peer Reviews on Klaus97

She also shared a survey they did to find out what the team thinks about conversation... (More)