Gloria Szabó
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Articles
Recent activity by Gloria Szabó-
Agent's Empathy Score
As customer support representatives, we should always stay professional, empathetic, and positive during conversations. Even with the most difficult cases or customers it is expected that we will n...
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Phone Call Transcription
Phone Call Transcription, an AI-Driven Feature, harnesses the power of artificial intelligence to transcribe phone calls and offers numerous benefits for QA raters and team leads (TLs). 🤩 This AI-d...
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Inbox
It is important to be reminded and keep track of the important tasks that we need to complete within the week. Inbox will help you to always keep up-to-date on tasks that were forgotten or new item...
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What happens post QA rating?
Now you know how to choose the best QA scorecard for your team and how to QA rate tickets — but what comes after the QA rating was given? 1. Review the Agent's QA results Look at the results for...
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QA Team Settings
It's essential to have a goal in everything we do, and QA is no exception. To set this goal inside Kaizo and make it visible to your agents and team leads inside the QA House, you need to visit thi...
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Case funnel setup
🚨 Before beginning to use the Quality Assurance tool, it's crucial to set it up in a way that suits our requirements for every existing QA Scorecard. 🤫 If you prefer every QA Scorecard to have a sa...
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Quality process overview
This article will explain the use of QA within Kaizo and the importance of setting Quality Assurance criteria for your team. 1. How can QA build perfect Customer Support? Quality assurance plays a ...
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What is the best QA scorecard for my team?
🌟 Mastering QA Scorecards Setting up your QA scorecard is an art, not just a task! 🎨 Wondering which scorecard will transform your team's performance? Dive into the science of scoring with Kaizo's ...
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How to set up a QA scorecard in Kaizo?
There are several reasons to invest your time in researching and building your own QA Scorecard: A freshly created QA Scorecard will focus on your company's individual needs and areas of focus. Th...
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How to provide constructive feedback?
When talking to your Agent in your 1:1 Meetings, it is important to provide feedback about their work. Be sure to offer constructive feedback to raise awareness of mistakes, identify opportunities ...