Hi, my name is Susan. I’ve worked in the Customer Service Department for my company for just short of 20 years now and I absolutely love most everything about it. I’m one of the top ranked agents in the department and, according to the masses, I work for one of the best managers in the whole company. But lately I think I’ve experienced agent burnout because I have begun to think about doing something different.
Normally I keep to myself and just go with the flow when it comes to what management wants me to do from day to day. However, as I get older I feel I need to address the elephant in the room – aka our QA program. I’m sure the process was created with good intentions; however, it seems to have outlived its usefulness, and my tolerance. Please let me share with you my perception and let me know what you think. […]