Predict & Prevent Customer Escalations | SupportLogic Experience Management
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13th March 2023
Customer Service Quality Assurance: What It Is & Why It's Important
Customer Service Quality Assurance: What It Is & Why It’s Important
A customer contacts your call center for help using a recently purchased product. After the issue was successfully resolved, they received a survey asking, “On a scale of 1 to 10, how happy were you with your experience today?” They select 9, which reflects your support team’s great processes, right? Not necessarily.
The customer could have selected 9 simply because they love the product, your overall brand, or were in a good