6 per agent per month (2 by manager, 4 by QA analyst) plus any internally submitted feedback on case handling submissions, and all customer DSAT survey submissions.
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4,545
Smartsheet Senior Manager of Training, Quality, & Operations 
Corinne Flanagan
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Setting up the processWe 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)
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Obtaining a true Workforce Management platform & the continuous improvement efforts around our quality program.
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Setting up the processI prefer open feedback sans anonymity personally. I am comfortable giving and receiving open feedback. While I recognize the value of using it in some use cases (surveys, etc) I believe that agents might find anonymous quality feedback threatening and... (More)
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I assume scorecards are specific to Klaus in this question? We don't use Klaus at this point in time, but we do have a Quality Dashboard with all of the data broken out in many different ways. The managers review... (More)
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Using KlausOur team doesn't use hashtags per se, but in Salesforce there is an option to use topic tags. We haven't really done anything with that, but it is sort of a grass roots effort.
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Setting up the processIt's an interesting question. In previous jobs, I have seen a big interest in disputes and score adjustments. I even built an arbitration process at one company. I would absolutely correct scores if a mistake was made. In my current... (More)
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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)
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