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Hello, Alejandra :)
I've found an article on Grading the Grader18 from Klaus. Basically, it says you can add a second/third/fourth scorecard for your reviewers and give them reviews, just like they do it for agents.
Some of the metrics... (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.
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Setting up the process
Hello everyone,
I wanted to share my experience with using Klaus in my company for the past few years. As the person responsible for introducing the tool and developing our QA and Coaching Process, I have discovered some key factors... (More)
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Setting up the process
We do weekly calibration sessions and evaluate one interaction, either a call or web case. As a group, we either listen to the phone call or review a web case from our customer portal. We then evaluate and score the... (More)
