When auditing a quality assessment scale or QA scorecard in call centers, I commonly find that there’s no allowance given for an element to be “not applicable” (NA). For those experienced in quality assessment, this may seem like basic common…
I spoke a few weeks ago at the LOMA conference on Customer Service. LOMA is a great organization that caters to the insurance and financial services industry and my workshop was about “Avoiding Common QA Pitfalls.” I’m always interested in what I learn from…
I was sitting in the corner of a small conference room as the supervisor started their call coaching session with a CSR. The supervisor cut right to the chase, playing the call in question. I sat and listened. It was…