Elizabet Plepis
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Articles
Recent activity by Elizabet Plepis-
Introduction into Arena
The Arena is a place where agents can showcase their achievements and accomplishments of the Missions! 🧐 What would I see in the Arena house? Arena is a place where the agents can overview the ...
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📣 Release: Arena, gamification and a new navigation!
Can you believe it?! The Arena has reopened! 🎉 [Kaizo Village with highlighted Arena] Whether you're a Team Lead or an agent, check out your team's achievements. See the levels reached by each t...
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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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📣 Samurai Release: Phone Call Transcription
Say goodbye to the days of manually taking notes or struggling to remember crucial details from important conversations. 🤯 🤩 The Phone Call Transcription feature enables you to effortlessly transcr...
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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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Customer Sentiment metric
When opening a random ticket, it can be challenging to quickly assess how the ticket unfolded and whether the agent's performance aligned with our expectations. While the CSAT result provides some ...
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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 ticket reviews. By condensing conversations into ...
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📣 Samurai Release: AI Summary
In the ever-evolving landscape of QA, time is of the essence. QA raters and Team Leads are tasked with the crucial responsibility of assessing tickets, understanding their context, and providing va...
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📣 Samurai Update: Highlighted negative sentiment and empathy in messages
Recently released Customer Sentiment and Agent Empathy Score metrics provide valuable insights into how the ticket went. However, it's important to determine the basis of these results. To easily i...
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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...