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NITISH (Questionaire (Problem solving (Could he work on escalations with…
NITISH
Questionaire
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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.
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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?
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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.
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Documents are good, will help with actioning the Daily Diary, in-person training
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