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QA for call/chat/email quality review
Hello, I'm wondering if other organizations have QA teams who review your Support teams' interactions with clients. If you do have a team who reviews, scores, and provides feedback on support cases/tickets, do your QA folks do this manually, or do you have a QA tool to automate the process?
If you're using a tool, would you mind sharing which tool you're using, and what you have your QA team doing if the significant lift of doing reviews is automated (and taken off their plates)?