Wanting to take your support team to the next level? 

Regular reporting on performance metrics can be the key to success. Not only does it help you track trends over time, but it can also lead to increased accountability, smarter decision making, and a better customer experience.

Here are a few ways to get started:

• Illuminate the path to success with live dashboards
• Keep the team informed with recurring team reports (weekly, monthly, quarterly)
• Get an in-depth understanding with individual performance reports

How do you go about reporting your supports performance? 

What exactly goes into your quality reports, who do you share them with, and how frequently do you make them? 

Let us know below 👇

IQS, CSAT, FRT, AHT, DSAT, ART......the list goes on! 

Knowing what support metrics to track is important in helping you reach your goals, however, with such a large amount of metrics to track, how do you decide which ones to focus on? 

Which metrics are on your radar for 2023 and why did you choose to track them? 

Let us know in the comments 👇

Your QA program is only effective if your agents are engaging with it, taking their feedback on board and continuously developing their skills in line with your quality standards. 

I know I have been guilty in the past for spending all my time getting a QA program off the ground, only to realise I had not considered exactly how to keep my agents engaged with it!

Let's help each other by sharing some tips on how to keep engagement high with our quality programs!

Let's hear:

1. How do you ensure your agents read the feedback left for them?
    
2. How do you keep your agents engaged with support quality overall?

Have you ever wanted to review conversations directly in your helpdesk?

Do you want to review chats from platforms you have not connected with Klaus? 

Check out the video to see how Klaus' Browser Extension can help:
 

Hi all! Unfurrtunately we have hit a small problem with our certificate solution, meaning you may not have received yours after passing Klaus’ Courses 🙈 I am currently visiting my family in New Zealand and did not bring my work laptop with me, which sadly means I am unable to fix this problem until I return on the 3rd of June. All course completions are being collected without any issue and I will make sure you receive your certificate as soon as I get back behind my work laptop! I am very sorry for the delays, and thank you so much for completing our course 😻

Before joining the cool cats at Klaus, I was the Training and Quality Manager for Pipedrives support department.

I wanted to share my experiences and paint a picture of what it is like to work in such a position! You can read about it here:

https://www.klausapp.com/blog/day-in-the-life-of-support-qa-specialist/

Do you have a dedicated QA specialist in your team? Are you that person? Share your experiences in the thread below!