Customer Service Quality Handbook: Conversation Reviews

Customer Service Quality Handbook: Conversation Reviews

Internal conversation reviews are an essential part of all successful customer service teams’ quality programs. Regular support QA and agent feedback help you improve your service quality and maintain it on a consistently high level across the team and channels.

You’ll learn:

  • What are conversation reviews and how do they improve customer service quality;
  • How to build a scorecard for your internal quality program: how many rating categories to use, how to choose the right ones, etc.;
  • How Internal Quality Score helps you track and report your support team’s performance over time.

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