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Blog Posts

Customer Support Agent Turnover: Why It Happens & How to Reduce It

Customer Loyalty vs. Customer Retention: Which Matters More?

Want to Increase Customer Loyalty? Start with Stellar Customer Service

Customer Effort Score: The Art (and Science) of Simplifying Customer Experiences

This Is What an Effective Customer Service Coaching Session Looks Like

The Key to Customer Service Coaching Is More Data (and Fewer Opinions)

Net Promoter Score 101 for Customer Support Teams: How to Calculate and Improve NPS

Customer Service KPIs: A Practical Guide for CX and QA Leaders

How to Improve Call Center Agent Performance: 6 Practical Tips

Customer Service Coaching 101: Elevate Agent Performance and Enhance the Customer Experience

The QA Manager’s Guide to Average Handle Time (+5 Ways to Reduce It Without Cutting Corners)

Auto-Fail in Quality Assurance: What It Means and When to Use It

Why Poor Agent Experiences Happen (and How to Fix Yours)

What CX Leaders Need to Know About Security and Compliance Before Buying any Tool

Customer Service Goals: How to Use Quality Assurance Data to Set and Measure OKRs

Why Top-Performing CX Teams Focus on Workforce Engagement

Customer Service Training Ideas: How to Bring Out the Best In Your Agents

Customer Service Management: Stop Micromanaging and Start Coaching

CX University Keeps Brooklinen’s Agents Performing at a High Level During the Pandemic

Your Most Important CX Metric Is Your QA Score

What Your CSAT Score Really Means, and How to Improve It

Customer Service Quality Assurance: The Secret Weapon of Scaling Businesses

Empathy and Authenticity: 2 Customer Service Skills That Increase CSAT + Customer Loyalty

How Top eCommerce Brands Ensure Exceptional Customer Service in a Remote World

What CX Leaders Need to Know Catch This eCommerce Wave

The Ultimate Guide to Improving First Call Resolution

The Key to Improving CSAT Scores: Understanding Your Experience Blindspot

3 Best Practices for Testing Your Call Center Quality Assurance Scorecard

Starting 2021 With a Brand New Call Center Quality Assurance Scorecard

Refresh Your Call Center Quality Monitoring Scorecard with These 5 Easy Steps

How to Update Your QA Scorecard

The Past, Present, and Future of Quality Assurance

Achieving Effortless CX Experiences through QA

Setting Up a Grading Cadence for Your QA Scorecard

Aircall + MaestroQA Integration: Bring Your (Air)Calls to Life

Now Hiring: Customer Experience Management and Quality Assurance Jobs in our Network

How High-Performing CX Teams Build Accountability Into Their Processes

21 Must-Know Customer Experience Definitions for Quality Assurance Professionals

The Top 4 CX Books Recommended by Our QA Community

How to onboard your team to a new QA program

Why Getting Buy-in for Quality Assurance is a Customer Support Best Practice

Should You Have Dedicated Quality Assurance Specialists?

Call Center Quality Monitoring Scorecards - All You Need to Know

Five Questions to Jumpstart your QA Scorecard Research Process

How To Build Your First QA Scorecard

The Definitive Guide to Creating an Omnichannel Call Center Quality Assurance Scorecard

Customer Service Training and Quality Assurance – How Lessonly and MaestroQA Close the Loop

The Art of Call Center Quality Assurance – How Zola and Peloton Empower Agents to Have Artful Conversations

How to Avoid Bad Customer Service as you Scale your Business

How Quality Management Impacts Customer Service Training Programs (The Classic Loop)

How to Improve Customer Satisfaction with a CX Quality Management Program

How Customer Experience Teams Can Own and Impact Their Company’s Brand

5 Considerations for Creating a Multi-Channel Quality Management Form

MaestroQA’s Bundle of Joy: Zendesk Suite

The Art of Training with Harry's Razors and FuboTV

Innovation in Quality Management with Freshly at The Art of Conversation

A maybe-too-honest perspective on our rebrand

Creating A Customer Service Quality Assurance Form Doesn’t Have To Be Scary (Here’s How)

Customer Service Quality Assurance Is The Key To Unlocking Higher Customer Satisfaction

Customer Service Quality Assurance And Soft Skills: The Good, The Meh, And The Ugly

It’s All About Balance: Two Types Of Agent Technical Skills That Impact Customer Satisfaction

Maintaining Quality Of Customer Support In The Face Of Hyper-Growth

How To Improve Customer Satisfaction Scores: A Three Step Framework

Omnichannel Support For Agents And Customers: A Necessity

Why Paving A Path To Resolution Is A Customer Service Best Practice

Harnessing The Power Of Slack And Zendesk CSAT Reviews To Appreciate Agents

The Two Agent-Controlled Factors Most Associated With Positive CSAT

Fresh Take: How Peer Review Can Identify Improvements

Why Failure To Provide Great Customer Service Is A Risk To Company Success

Building Customer Loyalty And Trust Through Service

How Shinesty Uses Alternative Positioning As A Customer Support Best Practice

Yes, We Can Say "Yes"! Craft Favorable Customer Experiences With Positive Positioning

Customer Support Best Practices From The NYC Support Driven Meetup

See The Future: Be Proactive In Support Of Your Customers

Roger That! Assume Nothing Until You Get Confirmation

Don't Settle. Dig Beneath The Surface For Customer Insights.

Dangers Of The 90%+ QA Scores

Is Your Quality Assurance Program Built For 2018?

5 Ways Quality Assurance Programs Can Improve CSAT Scores

CSAT Scores VS Quality Assurance Scores – Which Is Better?

Customer Stories

Etsy Improves Customer Satisfaction and Lifts Agent Performance by 14% with MaestroQA

ClassPass Eliminates 6,250 Days of Agent Chat Time & Maintains an 83% Retention Rate During COVID-19

How QA helped monday.com Reduce Average Handle Time by 30%

How MeUndies Achieved 99% CSAT Through QA

Tails.com Boosts Support Agent Confidence & Performance with Richer QA Insights from Screen Capture

Yubo Improves Full Resolution Times by 20% and Builds a Scalable QA Program

Pipedrive Invests In QA Software to boost Grading Efficiency 10x

Postmates Elevates CX with “State of Quality” Meetings and Smart Audits

Dialpad Aligns Support Metrics with Internal Values to Boost CSAT by 5%

Stitch Fix Empowers Agents by Building a Better Calibration Workflow with MaestroQA

Quality Assurance and Training: Using QA Data to Its Fullest Potential with Zendesk

Building a Trusted Knowledge Base for CX Teams

Scribd Leverages GraderQA for a Data-Driven Approach to Quality Assurance Calibrations

Zola Identifies Training Gaps & Elevates Agent Performance with Lessonly + MaestroQA

Irresistible Customer Service Quality with Squarespace

WP Engine Integrates Guru with MaestroQA and Achieves 13x Knowledge Base Usage + 99% Agent Adoption

How agent experience and values-based quality assurance drives the art of conversation

How MeUndies Scaled and Managed a Remote Team with a Customer Service Quality Assurance Program

Why Attune Insurance Abandoned Spreadsheets at 5 Agents and Never Looked Back

How Quality Assurance software empowers agents at LevelUp

Why Fortune 500 Companies are Replacing Legacy CX Systems with Zendesk and MaestroQA

How Plangrid Runs Coaching Sessions for a Fully Remote Customer Support Team

How to Maintain Lightning-fast Response Times

Improve CSAT with QA and Scale Tone (With Dashlane!)

Customer Service Quality Assurance as a Coaching Function, Not a Punitive Function

How Mailchimp Built Trust and Agent Adoption for Their QA Program

Building an Insightful and Transparent QA Program by Focusing on DSAT Tickets

Providing Real-Time Feedback for the Values-Focused CX Team

How ActiveCampaign Uses MaestroQA To Scale Their Support Team, And Improve Team Dynamics

How Illuminate Education Created An Authentic Feedback And Growth Mindset Culture With Peer Review

Recognizing and Rewarding Agent Efforts Through QA Data

How SpotHero Scaled Their Customer Care Team From Two To Forty