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Question

Asked a question 9 days ago

I have been approached to add a "Self-Review" component to the existing QA process. Looking for success stories and how others have self-reviews structured?

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Introductions

Posted 11 days ago

Hello everyone, happy to be part of this tribe! I work at Customer Success in Zendesk, and I am based in Mexico City! 🙂

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Liked by Diogo Costa and 4 others

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Answered 17 days ago

We conduct weekly calibration sessions with all reviewers. We rotate between email cases, phone calls, chat, and our Pro Desk "expert sessions". Everyone has time to review (or listen) for the first part of the hour. We individually score the... (More)