Published: 05 June 2024
Customer service leaders invest heavily in QA programs that capture rep performance data, but few executives find value in the resulting insights. Use this research to understand how leaders implement a quality intelligence program and focus on identifying strategic CX and VoC insights.
In a survey of customer service and support leaders with responsibility over quality assurance (QA) practices, 52% of leaders who rate their QA program highly valuable to their service organization say it is primarily because of voice of the customer (VoC)/customer experience (CX) insights. Only 19% say rep performance insights are the main reason for their QA program’s high value to the organization. With the objective of QA being a rep performance evaluation program, the most valuable QA outcome and the QA objective don’t align.
Service leaders devote resources and investment to improving their QA ability to capture and
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