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Jun10
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 When the QA team provides feedback to agents on the floor, it should do so with the aim of helping improve performance. Feedback should always be done in private and should also have a positive overtone to it. If reps associate feedback with purposeless criticism it loses its effectiveness.
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You're so right, Jam! Effective QA needs to be empowering and encouraging. If it's generally viewed by CSRs as a inquisition or form of punishment then you'll never get the results you desire. Thanks for another great post!
Posted by: Tom Vander Well | June 13, 2006 7:53 AM | Permalink to Comment