Examples of how Kaizo tools can be used

This article will show you how Kaizo can be used effectively to improve the performance of your Customer Service heroes!

Alerts:

Let's take Annette as our Team Lead. Annettes' new hire, Marvin, started on the 1st December. Marvin is a brilliant agent when it comes to his productivity metrics. Overachieving on Tickets Solved / h but unfortunately, CSAT has taken a hit which is currently at 70% when it should be at 80%.

Annette and Marvin meet on a weekly basis to discuss different techniques he could try to improve CSAT. 

They collaborate and agree on a goal for the coming weeks = Maintain CSAT at 80% for the next 2 weeks. 

Marvin is enthusiastic and fully equipped with the right knowledge to turn this around!

Annette would like to monitor his progress from her side, so she sets Alerts in Kaizo. With a click of a button and not much effort on her side, she is always up-to-date when Marvins' CSAT drops below 75%, allowing her to step in and provide support and guidance.

This saves her time on a daily basis as she does not have to deep dive into Reports and Scorecards to understand where Marvin is and how he is performing against their agreed goal. 

Inbox:

So Marvin is aiming for 80% on CSAT and Annette created an Alert Rule to get notified every time Marvin's CSAT drops below 80%. Well, here are the actions she takes from the Inbox :

In the Inbox, she has a view of all the alerts which bridged the threshold.

She can assign an Owner, the person who will be taking action on the Alert — this can be anyone from her fellow Team Leads.

She can mark the Alert as acknowledged, dismissed, or resolved. She can also create a coachable moment out of the triggered Alert : 

Annette uses the graph in her 1:1 conversations to highlight exactly when Marvin's CSAT dropped below 80%. She provides tips and guidance on how to maintain the CSAT above 80%, allowing her to proactively steer Marvin's performance to help him reach his goal:

Not only does she have insights into the Alert, but she can create coaching cards for Marvin, too.

With this clear action plan aka Coaching Card, Marvin is now in control of his performance on CSAT. With the insights that his Team Lead has shared and documented actions, he is making good progress day by day!

Missions:

Your focus is Customer Satisfaction and you would like for an individual or team to Increase the Customer Satisfaction rate from 80% to 90%. You know that by setting clear expectations, providing tools to help the agent monitor their goals set and some coaching, you can achieve this goal! 

You now create a mission for your team based on the skill Quality in Kaizo : 

Achieve a Customer Satisfaction Rate of  90% before the end of the week. 

Step 1 of the process is now complete ✅

Step 2 is to monitor and provide support and guidance throughout the week so that the agent is able to achieve this mission.