Quality Assurance

Identify and create more precious coaching opportunities to help agents develop their skills thanks to QA

4 Methods for Implementing Quality Assurance Calibration in Your Customer Service Team

How many tickets should you calibrate each week/month? What different methods can you use? Implementing calibration when you've never done it before may seem daunting, so let us guide you!

July 06, 2022 by Karina Schack

How to Get at the Heart of Your CX Issues with Root Cause Analysis

Analytics

Quality Assurance

How to Get at the Heart of Your CX Issues with Root Cause Analysis

Find out four things you can do to get closer to the root cause of customer experience problems.

April 28, 2022 by Jean Sébastien Broux

3 Actionable Ways to Improve Customer Satisfaction

Quality Assurance

Automation

Expertise

3 Actionable Ways to Improve Customer Satisfaction

Customer satisfaction score (CSAT) is the North star metric for most customer service organizations. Happy customers spend more, and buy again.

March 22, 2022 by Jean Sébastien Broux

Analytics

Quality Assurance

3 Customer Service Strategies to Increase and Measure Customer Loyalty

If you want loyal, repeat customers, then stellar customer service is simply a must-have. Here are three ways businesses can improve loyalty and retention through customer service.

February 22, 2022 by Jean Sébastien Broux

Quality Assurance

Expertise

Are You Calibrated with Your BPO?

When using a BPO to run your QA program, one common challenge often arises: How do you ensure support tickets are being assessed in a consistent manner across your in-house and outsourced team? Find out.

February 08, 2022 by Hannah Steiman

How to Foster Happy Customer Service Agents that Want to Stay in Your Company

Quality Assurance

Expertise

How to Foster Happy Customer Service Agents that Want to Stay in Your Company

Here are five ways to motivate Customer Service agents and keep them actively wanting to be part of your company’s journey.

January 25, 2022 by Jean Sébastien Broux

Quality Assurance

Peer-to-Peer Reviews for Customer Support Teams

Peer-to-peer reviews are a popular way to do customer service quality assurance. Learn the pros, cons, and best practices of this approach.

June 25, 2021 by Benoit Gagnon

Quality Assurance

Who Should Run Customer Service Quality Assurance - Team Leads or a Dedicated QA Team?

In some organizations, managers run customer service quality assurance. Others have a dedicated QA team. Let’s examine the pros and cons of both.

June 10, 2021 by Benoit Gagnon

Quality Assurance

The Comprehension Loop: Deep-Dive QA

While the Feedback Loop helps your people grow, the Comprehension Loop will help you understand problems and improve your customer service. Learn how to create a philosophy of continual improvement within you company.

May 17, 2021 by Benoit Gagnon

Quality Assurance

The Feedback Loop: Agent Quality Assurance

Assess the Quality of Agents' work thanks to the Feedback Loop - Improve the QA of your Customer Service.

May 07, 2021 by Benoit Gagnon

Quality Assurance

Why Quality Matters

Quality Assurance builds a better Customer Experience through improved Customer Service. Discover a brief overview of the two sides of the quality assurance process of top teams.

April 21, 2021 by Benoit Gagnon

Quality Assurance

Guide: How to do Quality Assurance?

Download our guide to understand how to do QA in Customer Service. We have also included case studies and industry best practises

April 20, 2021 by Benoit Gagnon

Quality Assurance

How to Give Great Customer Service QA Feedback

Craig Stoss speaks about how to provide great feedback in your QA process. He covers the 3 types of feedback you can use in your 1-1s with agents, illustrating examples of each!

February 17, 2021 by Craig Stoss

Quality Assurance

How Miuros Review makes Reviewers’ Lives Easier

Introducing the new Chrome Extension and "In-Ticket Reviews". What’s important is that companies make the QA process as efficient as possible, so time spent reviewing tickets is minimized - and time spent training, coaching and improving is maximized.

February 03, 2021 by Harry Maxwell

Quality Assurance

What Should Be On My Customer Service QA Scorecard?

Find all of the criteria you need to audit a customer interaction here. Pick and choose the right scoring criteria for your business and build your perfect quality assurance scorecard.

January 25, 2021 by Harry Maxwell

Quality Assurance

How to Score Customer Service Interactions: Weighting a QA Scorecard

Getting your scorecards just right can be a struggle. Learn all about scoring and weighting customer service quality assurance scorecards. What questions should you ask? How do I weight my sections and questions?

January 22, 2021 by Harry Maxwell

Quality Assurance

How to Build an Amazing Customer Service QA Scorecard

Learn how to build amazing, effective customer service scorecards. Here's why you need them, with info on how to score interactions and what you should include in your quality scorecards.

January 18, 2021 by Harry Maxwell

Quality Assurance

Full Guide: The Fundamentals of Quality Assurance

Quality Assurance helps you build a better Customer Experience. There's so much to tell - here's how you can master your scoring criteria, scorecards, calibration, agent performance and much more!

January 17, 2021 by Harry Maxwell

Be fair to your agents, change the way you assess their performance

Quality Assurance

Analytics

Be fair to your agents, change the way you assess their performance

The current way of tracking performance when it comes to agent performance reviews is not fair to agents. This article explains why, and how you can revolutionise your process to lower agent turnover and increase employee satisfaction.

November 19, 2020 by Benoit Gagnon

Quality Assurance

The Agent Development Plan

Here's how we created a simpler way for reviewers to leave meaningful feedback in the QA process. The Agent Development Plan delivers value in a more accessible way for agents, so they can track their progress and continue to grow.

July 21, 2020 by Harry Maxwell

Quality Assurance

Quality Assurance: 5 Reasons to Ditch Spreadsheets

Whilst they may work for you for now, spreadsheets aren't scalable. Eventually, the process will break - either you grow too quickly or it becomes too time-consuming - and you’ll be searching for a more effective system. Here are 5 reasons why you should make the switch to dedicated QA software.

July 15, 2020 by Harry Maxwell

Quality Assurance

The Complete Guide to Quality Assurance Calibration

Calibration is an important part of quality assurance - but not all teams do it. Here's a full 10-step guide on how to set it up - including why it's important and how to maximize results for your team.

June 17, 2020 by Harry Maxwell