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Best Practices · Page 3

Best Practices

If Not Empathy, Why Empathy Shaped?

Nearly every QA rubric in Customer Support has a criterion version of it: “agent demonstrated empathy”. Sometimes it gets a point scale. Sometimes a checkbox. Occasionally a grading guide that says something like “score 3 if the agent showed genuine care for the customer’s situation”, as if genuine is something that means the same every…

Ines van Dijk · 23 Jun 2026

Best Practices

What Should Customer Service QA Actually Measure?

One QA team described reading 8,000 to 9,000 tickets per month by hand, and then moving to AI that runs quality assurance on 100% of tickets, freeing those ten reviewers to do other work entirely. A huge improvement in coverage. That also quietly raises the stakes on a question most teams never actually settled: what…

Nouran Smogluk · 16 Jun 2026