Ranjith

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Articles

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  • Best practices Team Scorecard

    How to spot out your top and bottom performer? The team Scorecard gives you a quick and easy overview of how your team is performing. It will also give you the insights to quickly spot out your top...

  • How to set up QA rating?

    Provide real-time feedback to your agents and improve service quality with Kaizo Quality Assurance solution. The QA feature is available for each agent in their own agent scorecard. Benefits of QA ...

  • Getting started with the Team Scorecard

    The team scorecard will help you to quickly get an overview of your teams performance and spot out opportunities for improvement on a team and individual level. With Kaizo's team scorecard you will...

  • Kaizo gamification

    Engagement is not a new challenge for customer service. This industry is known for repetitive work, the necessity to deal with negative customer feedback and unclear goals. With the help of gamific...

  • Agent scorecard overview

    The Scorecard shows an agent’s performance in 2 dimensions:  Metric Categories: Zendesk Activity, Responses, Handled Tickets, Handling Speed, Solution Quality, Service Quality, Quality and Correct...

  • How to set up your teams

    In this article, you find the steps to set-up your team(s). Having Team's set-up correctly is key to using the different features in Kaizo, it will allow you to create performance teams and further...

  • Initial setup for the Scorecard

    This will take you through a step-by-step process of how to maximize your set-up of Scorecard in no time. 1. Customize your Tickets Settings First, you'll need to organize your ticket setting to en...

  • Repeat Contact Rate

    Repeat Contact Rate represents the percentage of solved tickets that have been reopened by a client. Which tickets are included? All re-opened tickets which have an end-user comment as well as a pu...

  • Tickets Solved / h

    Tickets Solved per Hour metric shows how many client's requests an agent solves on average per Zendesk working hour. Which tickets count as a solved ticket? All tickets that are marked as solved wi...

  • What's available in the Scorecard?

    Scorecard gives you unlimited access to 50+ personal real-time metrics for each agent, 360° view of agents' performance 24/7. And all of that is for free. Why? Because we believe that information l...