What I Learned From Talking To 200+ Support Teams About Conversation Reviews (Or "QA") by Martin Kõiva

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This document discusses lessons learned from talking to over 200 support teams about conducting conversation reviews or quality assurance checks on customer support conversations. Conducting regular reviews of conversations can help support teams improve by learning from both positive and negative experiences. However, it is important that the review process is not overly punitive and instead focuses on growth and collaboration.

Education

WHAT I LEARNED
FROM TALKING TO
200+ SUPPORT
TEAMS ABOUT
CONVERSATION
REVIEWS (OR "QA")
SD EXPO AMERICAS 2019
#sdexpo
Martin Kõiva
SD: @martin.koiva
Klaus

What I Learned From Talking To 200+ Support Teams About Conversation Reviews (Or "QA") by Martin Kõiva

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