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Published On: 6th Aug 2026 17:20
Can anyone share their Quality Assurance programme with Non Voice activities? In particular looking at how Live Chats are measured, how many do you measure? Do your line managers quality check this area or does it sit with the QA team?
Question asked by elizabeth
We have a couple of articles that may help. Top Tips for Monitoring the Quality of Emails
How to Apply Quality Monitoring to Webchat
Generally talking with contact centre managers we find that the same approach that is used for voice can be fairly easily adapted to web chat.
Most of the tips in these two articles should be useful
59 Call Centre Quality Assurance Tips
Please let me know how you get on and please drop me a line with some feedback on the programme that you eventually adopt.
With thanks to Jonty
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