Shaakirah

  • Total activity 109
  • Last activity
  • Member since
  • Following 0 users
  • Followed by 0 users
  • Votes 1
  • Subscriptions 56

Articles

Recent activity by Shaakirah Recent activity Votes
  • How to set up QA rating?

    Provide real-time feedback to your agents and improve service quality with Kaizo Quality Assurance solution. QA scores can be viewed for each agent in their own agent scorecard. Benefits of QA with...

  • How to QA rate the tickets?

    Improve your output quality with our fully customizable QA rating. This feature will allow you to:  Rate tickets based on the criteria you define  Leave notes to provide real-time feedback  R...

  • Roles & Permissions

    To set up distinct roles and permission for each Kaizo user within the company simply go to:  1. Settings => 2. 'People & Permissions' tab => 3. Roles    The roles that you have in Zendesk will...

  • How to Set your Personal Goals (Agents)

    Want to start your week off right?  At the beginning of each week, agents set their personal goals based on the number of points they would like to challenge themselves to achieve per hour based on...

  • Data hasn't been updating

    Because of the nature of Zendesk integrations, they are usually connected to a single Zendesk admin user. If for any reason, the Zendesk admin is no longer the user who previously installed the Kai...

  • NRR Challenge Feature (Dojo)

    What does the NRR challenge feature do? Bad ratings from a customer can be the result of an agent doing poor work but it can also sometimes be the result of something that was completely out of the...

  • 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...

  • 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...