- QA programmes
QA sampling: how many conversations do you need to review?
What a sample of 5, 20 or 50 conversations can and can’t tell you, with the numbers behind it, and when to check every conversation instead.
· 3 min read
- QA programmes
How to review every customer conversation without hiring more reviewers
Moving from a small sample to every conversation changes what your QA team does all day. A practical plan for making the switch without losing trust in the results.
· 4 min read
- Scorecards
How to write a QA scorecard that can be checked automatically
Most scorecards are written for people who already know what “good” means. Here is how to rewrite each line so anyone, or any system, would mark it the same way.
· 3 min read
- Scorecards
Customer service QA scorecard: 20 checks you can copy
Twenty clear, checkable scorecard lines for support teams, grouped by what they protect: the customer, the business and the conversation itself.
· 4 min read
- Compliance
What collections QA should check on every call
The checks collections teams most often need evidence for, from identifying the call to spotting financial difficulty, and how to prove each one was done.
· 3 min read
- AI agents
How to QA your AI agent’s conversations
AI agents answer customers around the clock, so their mistakes repeat around the clock too. What to check, how often, and why the rules should match your people’s.
· 3 min read
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