Event

On-Demand Webinar: The secrets of effective performance reviews in customer support

By Harry Maxwell

Published on November 20, 2020

We were thrilled to speak to TransferWise, Deezer & GetYourGuide on this crucial topic.

We discussed:

The results from our agent survey, asking them about how performance reviews are carried out in their companies
How regular and how long performance reviews should be
Agent satisfaction with the process
How to improve it and make it fairer for your people!

Participants

Ola Makri - Head of Customer Experience at GetYourGuide

Patrick Dunford - Head of Customer Care at Deezer

Silver Jaanus - Head of Customer Service Hungary at TransferWise

Benoit Gagnon - CEO at Miuros (Moderator)

The Best Bits!

If you enjoyed that, why don't you check out Episode 1 with Craig Stoss: 'The fundamentals of Scaling CX and Support'.

You might also like...

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

Event

On-Demand Webinar: How FREE NOW became a data driven customer service team

Karina & Liliana from FREE NOW speak about centralization, empowering managers with data and sharing knowledge and feedback with everyone. Then we take a look at Quality Assurance Calibration!

March 02, 2021 by Harry Maxwell

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