How To Measure Chat Quality Management

How To Measure Chat Quality Management
Forrester Report
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Today's consumers expect to be able to chat live with agents to quickly resolve their questions. But many companies still struggle to create high-quality, consistent experiences on this channel.

In their latest brief, analysts from Forrester answer the most common questions from their clients and customer service leaders about chat quality management, including:

  • What are brands doing around chat quality management (QM)?
  • What are they measuring?
  • How are they scoring?
  • Is it any different from quality management for other customer service channels?

Read the report to find answers to these questions and learn key best practices from the industry experts.


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