It may seem simple, but the reality is that great customer service experiences start with great customer service agents. When a customer calls, emails, or chats in with an issue, your agent has the opportunity to make or break their perception of your brand with how they handle the situation. If your organization is like most, you probably already have a quality assurance (QA) program in place to monitor customer interactions. But not all QA programs are created equal.

Among the topics discussed:

• Diagnosing a flawed QA process
• Using QA to facilitate 1:1 training and coaching
• Understanding Passive QA vs. Active QA
• Transforming your QA program using real-time feedback