How to build Your First QA Scorecard

If you're the Director of a 15, 50, or 100+ person customer service team, whose managers give feedback to agents on how to handle customer interactions but don't have a formal QA program, this article is for you. 

It’s time to consider a more formal customer service quality assurance and feedback program. The first step is to build a QA Scorecard. But how should you start?

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