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9 Reasons to Consider Making a Move to Scoreless QA

By Erica Marois | Date Published: March 28, 2019 - Last Updated December 03, 2019 | Comments

Scoreless QA. Is that even possible?! While only 10% of the ICMI community currently uses a scoreless QA model, it's a trend that's on the rise. And according to our #ICMIchat community, for good reason. If you're intrigued by the idea, skeptical, or somewhere in between, watch this quick video. Ready to learn more? Join us this May at Contact Center Expo and attend the half-day workshop "Scoreless QA: How to Focus on Behaviors and Forget about the Numbers." Details here.

Erica Strother headshot
A passionate connector of people, Erica Marois is a customer and employee experience enthusiast who loves helping others find unique solutions to their biggest challenges. She has 12+ years of experience in content creation and community building and volunteers as a facilitator for CX Accelerator. A content marketing specialist with 8x8, Erica works from home in Richmond, VA, where she lives with her husband and their lab-mix, Quinn. Outside of work, she loves cooking, traveling, and reading.
Topics: Coaching And Quality Management

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