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Setting up the process
Setting up the process

Discussions and questions around setting up the conversation review process: rating scales, peer review vs manager review, etc.

Question
Setting up the process
Chris Jewitt
Customer Success @ Klaus
Asked a question recently

Which rating scale do you use for quality assurance? I use a 3 point scale but would like to know the benefits of using others!

Merily LeisHardik GalaKair Käsper

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Discussion
Setting up the process
Merit Valdsalu
Content at Klaus
Posted recently

Scorecard rating categories - specific vs. general?

How do you prefer your scorecard - general rating categories vs. detailed assessments?

It seems to me that having fewer questions that are more general would increase the number of reviews because reviewing is easier and quicker. However, detailed scorecards... (More)

Merily LeisLisa J

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Discussion
Setting up the process
Daniel Figueiredo
Operations Analyst @ Klaus (klausapp.com)
Posted recently

Do you conduct calibration sessions and how?

As an analyst, I’m always interested in the statistical aspect of support quality. That’s why I think calibration sessions are a good way to evaluate the performance and internal expectations. Do you conduct calibration sessions and how have you set... (More)

Merily LeisMerit ValdsaluAnn Kaer

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