How To Measure Chat Quality Management

How To Measure Chat Quality Management
Forrester Report

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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