Nowadays, delivering consistent, high-quality customer service isn’t just a nice-to-have—it’s a must. One of the most effective ways to ensure your team is hitting the mark is through quality monitoring. But what exactly does this entail, and how can you implement it effectively? Let’s break down what quality monitoring is all about, explore some best practices, and see how Zendesk can help you take your customer support to the next level. What is Quality Monitoring? Quality monitoring is the process of reviewing customer interactions—whether they happen over the phone, via chat, or through email—to make sure your team is...