Gloria Szabó
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Articles
Recent activity by Gloria Szabó-
Calibration
Consistency in QA evaluations is key to delivering top-notch customer support. Enter the Calibration feature—a powerful tool 🛠️ that aligns your QA team by standardizing evaluations and uncovering ...
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Agent Scorecard overview
Agent Scorecard view is the place where agents and their Team Leads can: 📊 Check weekly results in real-time 🚀 Identify performance improvements and drops 🔍 Drill into Metrics for detailed insight...
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AI Summary
In the realm of customer support, AI has paved the way for efficient solutions. The AI Summary feature in Kaizo is a game-changer for QA rating and case reviews. By condensing conversations into co...
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Samurai feature enablement
At Kaizo, we are dedicated to providing you with the best possible experience through our suite of advanced AI features. These features are designed to streamline your workflow, improve productivit...
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Mission view for agents
If you are interested what Missions look like for your Agents, read on! As soon as you set up Missions in the Mission Center, your Agents, when visiting Kaizo for the first time during the week, w...
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Challenges
Agents sometimes feel their QA ratings don't reflect their performance accurately and may seek clarification or wish to contest the review. Previously, managing these disputes required inefficient ...
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How to correct a Negative Response Rate (NRR)
Any negative rating that an agent receives from a customer can be corrected and overturned by a Team Lead or any team member who gets this permission. To learn more about customizing roles and perm...
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Assign roles to your team
In this article, we will show you how to assign roles to your Team Leads and QA Experts. This can be done from "Settings" in the "People and Permissions" tab. 1. Handle your People Setting The fi...
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Incidents behind Missions
Any CS role requires you to be transparent, have a goal, and understand what you're doing and why you're doing it. No task can be successfully completed if any of these three elements is missing. ...
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QA Export tab
One thing of QA is to evaluate the content of your team, the second thing is to provide your agents with feedback and coach them on the opportunities you've spotted out for improvements. In some ca...