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For Application Development & Delivery Professionals

FAQ: How To Measure Chat Quality Management

Identify Your Goals And Measure What Matters

June 11, 2019


Why Read This Brief

What are brands doing around chat quality management (QM)? What are they measuring? How are they scoring? Is it any different from quality management for other customer service channels? In this brief, we answer the most common questions from Forrester clients and customer service leaders about chat QM and provide some key best practices.

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