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Using Klaus
Setting up the process
Introductions
We use it in 2 ways, weekly Peer reviews and monthly Feedback Sessions with the Quality Specialist (me).
The peer reviews are 5 reviews plus one self-review a week.
In monthly feedback sessions, I review 20-30 tickets from the previous... (More)
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Setting up the processDiscussions and questions around setting up the conversation review process: rating scales, peer review vs manager review, etc.
Discussions and questions around setting up the conversation review process: rating scales, peer review vs manager review, etc.
I know that Echo, Mixtiles, and Typeform are using Pins as a feature.
@Becky O6, @Ola Weintraub5, @Matthew McGregor-Morales5 perhaps you can help out. With or without using the feature, how do you utilise put Klaus into use... (More)
Hi Kasha! I have a couple of resources that may be useful for this:
3 Hacks to Make Customer Service Feedback Your Daily Routine
How the Makers of WordPress.com Foster Feedback in a Remote Team
Hope these help a bit... (More)
Here's a follow-up to the article 5 Steps to a Successful Support QA Calibration Process.
Pros and Cons of 3 Support QA Calibration Strategies
Conversation reviews and agent feedback can have a huge impact on the support team’s performance and... (More)
