Most businesses measure their customer service using metrics that only tell part of the story. Measures such as NPS and CSAT are highly contextual, fraught with instrumentation difficulties and only relate some of your customers’ experience and...

A Quality Score is a great metric, yes, but QA can go way beyond just presenting a score to your business. The outcome of quality assurance, like any measurement inside your customer service teams, should be to improve customer satisfaction.

Can quality assurance have an impact on employee engagement? The benefits of high levels of employee engagement have long been understood. In fact, that so-called "wonder drug” has high correlations not just with customer satisfaction, but,...

If you’ve ever worked in a customer service or regulated industry, chances are you’ve either done some form of quality management yourself or you’ve come across a team who has. Quality Assurance or QA teams have never been the most popular area...

Self-scoring, self evaluations, self reflection, whatever you call it, it's the process where your front-line employees mark their own work, listen back to their own calls and evaluate their own performance against the same guidelines used by the...

The perception of Quality Assurance is a struggle for many. It’s often still seen through a negative lens, as a way of ‘catching people out’ or ‘Big Brother is watching’ and for agents it is seen as a necessary evil, a mundane process that...