Identify and create more precious coaching opportunities to help agents develop their skills thanks to QA
Customer Retention: How to Measure It and Improve It
Finding customers is already hard as it is. But keeping them? Now there’s a Herculean challenge! Discover how to measure your customer retention rate and boost it.
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!
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.
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.
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.
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.
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.
Best Practices to Streamline Agent Onboarding with Quality Assurance
While there’s no one-size-fits-all or “correct” approach to onboarding, leveraging quality assurance can optimize your agent onboarding process. Learn how.
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.
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.
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.
The Feedback Loop: Agent Quality Assurance
Assess the Quality of Agents' work thanks to the Feedback Loop - Improve the QA of your Customer Service.
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.
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
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!
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.
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.
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?
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.
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!
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.
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.
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.