Which quality assurance practice focuses on evaluating support interactions?

The focus of quality assurance in support interactions is best captured by Quality Monitoring. This practice involves systematically evaluating customer support interactions to assess their quality. It can include reviewing recorded calls, analyzing chat transcripts, and gathering customer feedback. The goal is to ensure that support representatives meet predefined service standards, provide accurate information, and maintain a positive customer experience.

Quality Monitoring enhances service quality by identifying areas for improvement and ensuring that support teams adhere to best practices and organizational policies. This process also serves as a foundation for training and developing staff, equipping them with the feedback needed to refine their skills.

In contrast, the other options serve different functions. Desktop support monitoring typically deals with the technical aspects of support and infrastructure rather than the quality of interactions. Cost Management focuses on the financial aspects of running a support center, such as budgeting and resource allocation, while Performance Recognition pertains to acknowledging and rewarding team member achievements rather than evaluating interactions themselves.