Hi Kristina 😻
Great idea to set a IQS threshold for your team! Generally speaking the threshold is set for the full workspace, so it will not be personalised at an individual level. You can however, make use of our... (More)
Log in to ask Riley James Young questions publicly or anonymously.
Another great question Brianna! 😻
For me, when I was in this position, I was part of the "Customer Service Improvement team" which was a group of specialists who served the support department, but were not customer facing themselves (we... (More)
Hey Brianna 😸
I think you are thinking about this the right way :) It can be a tough call to suddenly remove the 'easier'/macro/incident types of conversations, as you said, it can increase grader burden while also decrease IQS... (More)
In my own experience, I found that around 4 hours day would be the limit for actual reviewing, and even then that was on the higher end. I also had a load of other projects, reports to build,... (More)
This is a great question!
While I am a firm believer in keeping the ratio as low as possible, going to 10:1 can work depending on your circumstances.
Are you able to give a small background on the... (More)