NITISH
Documents are good, will help with actioning the Daily Diary, in-person training
End result?
Team bonding
Personal growth
Learning new things
More feedback, monthly
Inconsistencies
Two agents transferring chats to Courier Onboarding, they were trained to transfer the chat vs. sending the macro
Reasoning for customer compensation, why do we compensate this way vs. that way? Customer retention is the root, it is best for the business. How does your decision relate to customer retention?
Why and when do we create a courier action?
Chat tags - agents are getting stressed when even tagging a chat. Suggestion! Can we analyze the agent's history. Things need to be taken into consideration.
World-Class Customer Service Workshop
What are we looking at to conclude how much we're giving a customer?
Involve Nitish B in the Chat Tags project
Cheat sheet
Needs to start in VC
Questionaire
Set up
Projects that require interacting with the team
Better motivated by responsibilities because it leads to professional growth and job security
Wants to travel
Lifestyle needs to is ensuring the needs of the business are met
Believe he is giving his best, and understands there are many better ways to improve and grow
Started as an intern, moved to agent, moved to shadow Lead, moved to Lead.
Problem solving
Coaching sessions
Could he work on escalations with Praneet?
Looking for more opportunities with Skip
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