Posts Tagged "quality assurance"


5 Considerations for Creating a Multi-Channel Quality Management Form

Share this article: This article was originally published on the MaestroQA blog on June 6, 2019. Click here to read the original post. If you had to choose, what would you say are the absolute most important items on your...
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Setting the Record Straight on CSAT, NPS, and CES

Share this article: Did you get a chance to read the article in the Wall Street Journal titled “The Dubious Management Fad Sweeping Corporate America?” To summarize, the author of the article listened to earnings calls for 50 S&P 500...
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So You Need a Quality Application? Consider These 7 Things

Share this article: Let’s get real for a minute. How are you currently tracking quality for your customer service team? At the enterprise level there are some incredible tools out there using machine learning to grade calls for you. But...
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3 Reasons Why Customer Satisfaction Should Not Replace Quality Assurance

Share this article: This article originally appeared on the CustomerThink blog as part of my monthly column on June 12, 2018. Click here to read the original. Not long ago I saw a demo of a cool product for gathering...
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The 3 Whys Behind Yes/No Quality Scoring

Share this article: Without exaggeration, I think I’ve seen quality forms for a hundred different companies in my tenure at FCR and can confidently say that they come in all different shapes, sizes, and flavors. Some of that’s to be...
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Can Your Quality Assurance Team Really Monitor 100% of Calls? Should It?

Share this article: A client recently posed an interesting question to our team, asking, “Is it possible to quality monitor 100% of our telephone calls?” This is a great question. To answer it well, we first need to understand the...
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Hamburgers, French Fries, And Customer Service

Share this article: Ellen Page and the Hamburger Phone in the movie Juno – Photo Credit:  Fox Searchlight Pictures ©2007 Quality assurance (QA) is essential to the contact center— nay the business. I defy you to show me a business...
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