Excerpt from
whitepaper
"Every sales manager, contact centre manager and head of customer service aspires to quality. It’s baked into their job descriptions and KPIs, and for the best managers and supervisors, the thought of providing a great service to customers is the thing that gets them up in the morning.
But even with the best of intentions, the drive for quality can get lost in the day-to-day. In 2015, HDI found that only 53% of technical support orgs have a formal QA process, while 31% do QA without a formal process, and 16% do no QA at all."