[Free] Setting Up The Purrfect Customer Service Qa Program
Learn about implementing conversation reviews over 12 videos. – Free Course
What you’ll learn
- Determine who will perform your conversation reviews
- Understand how many conversations you should be reviewing
- Identify your quality criteria and choose your rating categories
- Select the correct rating scales for your review program
- Understand calibration goals and process
- Plan communications around program launch
- Successfully launch your customer support QA program
Requirements
- Experience in a customer support setting
Description
Starting from scratch – our first quality assurance course!Boost your customer service team to its fullest potential. Join Riley, Klaus’ educational expert, to learn about implementing conversation reviews, step-by-step over 12 videos.
Quality assurance isn’t exclusively for engineering teams. Customer support and all other customer facing teams can benefit from a dedicated QA program. This course will help you understand what is needed to create your very own review program as well as give you handy tips and tricks that will help you launch your review program successfully.
Quality assurance for customer service can:
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Improve your teams CSAT scores
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Ramp up your onboarding process for new employees
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Identify weaknesses and training areas in your team
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Show trends in your teams performance overtime
This course is made of 6 lessons, with each lesson comprising of 2 videos. Each lesson also has accompanied lesson resources that will help you on your path to building your own QA program.
Author(s): Riley Young
