Greetings! 

Our Team is brainstorming ways to integrate CSAT into our regular review process. We track CSAT, but the data remains unused because we favor IQS. However, I'm sure there are benefits to considering/sharing CSAT.

Do you create CSAT goals or share CSAT scores with your Agents? How do you use CSAT data if you track it?

Thanks!

Greetings! We're discussing our quarterly IQS goals, and I was just wondering, how do you all determine an IQS target? We have a baseline expectation for our conversations (a 'standard' rating), but our target IQS is a little higher than that because we want our Agents to strive for excellence. However, as we're trying to think through how high of a goal we want to set, I'd love to develop a formal calculation so we're not just "feeling out" a goal. Any thoughts? 

I'm a Support Specialist at a non-profit called CarePortal. My Team has really benefitted from Klaus, and I'm excited to learn more ways to improve our customer service!