The Miuros Customer Service Blog
Identify and create more precious coaching opportunities to help agents develop their skills thanks to QA
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.