Mark Hughes on Muck Rack

Mark Hughes

Verified
  • Head of Sport, BBC
London
As seen in: BBC, UOL, HuffPost, MSN UK, The Independent (UK), The Telegraph, Yahoo News Malaysia, Daily Star (UK), The Hollywood Reporter, Flipboard, JAMA (The Journal of the American Medical Association) and
Head of News at the Daily Telegraph. My Tweets are not the opinions of the newspaper.
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Articles

Survey finds 81% of customer support agents say most conversations are never reviewed

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By Mark Hughes Verified
| Benton County Enterprise Verified
Posted 6/22/26 Solidroad reports that 81% of customer support agents say their conversations go unreviewed, limiting effective feedback and improvement in performance. This item is available in full to subscribers. E-mail Password Print and web subscribers If you're a print and web subscriber, but do not yet have an online account, click here to create one. Non-subscribers Click here to see your options for becoming a subscriber.
Open in Who Shared View Duplicates (37) Issue with article?

Survey finds 81% of customer support agents say most conversations are never reviewed

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By Mark Hughes Verified
| Montgomery Standard Verified
Ask a customer support agent whether quality feedback helps them get better, and most will say yes. Ask if their conversations actually get reviewed, and the answer changes. In a survey of 500 full-time customer support agents, 81% said most of their conversations are never reviewed for quality. The same agents were clear that feedback works when it reaches them: 79% said the quality assurance feedback they receive is helpful.
Open in Who Shared View Duplicates (63) Issue with article?

Survey finds 81% of customer support agents say most conversations are never reviewed

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By Mark Hughes Verified
| News-Press Now Verified
kAmpD< 2 4FDE@>6C DFAA@CE 286?E H96E96C BF2=:EJ 7665324< 96=AD E96> 86E 36EE6C[ 2?5 >@DE H:== D2J J6D] pD< :7 E96:C 4@?G6CD2E:@?D 24EF2==J 86E C6G:6H65[ 2?5 E96 2?DH6C 492?86D]k^Am kAmx? 2 DFCG6J @7 d__ 7F==\E:>6 4FDE@>6C DFAA@CE 286?ED[ g`T D2:5 >@DE @7 E96:C 4@?G6CD2E:@?D 2C6 ?6G6C C6G:6H65 7@C BF2=:EJ] %96 D2>6 286?ED H6C6 4=62C E92E 7665324< H@C<D H96?
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