How Stuart Leverages Customer Service Quality Assurance to Grow their Business
Find out Stuart's challenges, objectives, and how they made their quality assurance twice as efficient while improving their agent and customer experience.
DISCOVER WAYS TO:
Move away from spreadsheets and build a tailored QA lifecycle
Leverage a deeper analysis to understand agent performance and create valuable development opportunities
Reduce from 15min to 5 min the average handling time of ticket selection & review
Identify new optimization levers for customer experience through analytics
Strengthen QA outputs through calibration and uniformized ticket selection criteria
Reduce the gap between the QA team and agents in the pursuit of a better customer experience