Best Practices for Implementing Targeted QA
Brooklinen, a direct-to-consumer textile company committed to delivering exceptional customer support, successfully implemented targeted QA to support agent growth and drive customer satisfaction. In our conversation with Corinne McClure, Senior Associate of Customer Experience, we explored the specific best practices they employed.
"It's really helpful for our agents to be able to take feedback that is more actionable and digestible and then be able to apply that to other topics as well. Overall, it just makes for even better agents and better agent growth than the exclusively broader kind of QA scope."
Senior Associate of Customer Experience at Brooklinen