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QA Resources
Posted Oct 16, 2024
Hello Quality Aficionados!
Here's a list of Quality Assurance (QA) related resources that we've put together to help you understand the importance of QA in customer service. We have categorized these so you can get started with QA in your business, improve your existing QA process, learn more from best practices, and solidify your customer relationships with excellent CX.
Feel free to bookmark anything you find useful here. We will continuously update this list and comment on the post when the new resource is added.
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Blog
- Customer service quality assurance: The ultimate guide
- Customer service scorecard: How to build one + free template
- How to create a customer service QA program + checklist
- How to build a QA scorecard: Examples + template
- Automated quality management (AQM): The complete guide
- Customer service QA automation: How AI can streamline QA
- Elevate the quality of your customer support with Voice QA and QA for AI agents
Customer stories
- Rentman: How they do QA reviews to deliver targeted, effective feedback to support agents?
- CityGo: IQS is more important to them than CSAT?
- Geckoboard: How they elevate customer support with peer reviews?
- Guesty: How they use QA results as input for their weekly 1:1 sessions?
- Buffer: How they cut their QA time by 50% switching to Zendesk QA?
Learning courses
Podcasts
Webinars
- Jump Start: Getting Started with Zendesk QA – demo
- How to lead an impactful team of agents with WFM and QA?
- Q&A: Zendesk QA (on-demand)
- Klaus and Effect: Unleashing QA Superpowers with Zendesk
- Achieving CS Excellence with Workforce Management and Quality Assurance
Product spotlight videos
- Get started with QA:
- All about AutoQA:
- Product features:
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