Manager Reviewing Agents' Conversations in Zendesk
What is the manager reviewing agents' conversations method in Zendesk?
The manager reviewing agents' conversations method involves a CS Manager or Team Lead reviewing agents' work and providing feedback. This traditional approach is ideal for structured teams and ensures consistent feedback.
In larger teams, a dedicated Quality Reviewer or team may handle this task. This method creates a uniform workflow, as the same individuals review everyone's work, facilitating comparison and ensuring uniform feedback. It's particularly effective in hierarchical setups where consistency is key. For more details, check out theoriginal article.
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Peer-to-peer reviews in Zendesk involve agents reviewing each other's work, fostering a collaborative culture. This method is effective for smaller teams and open cultures. Agents can learn from their peers by observing how others handle similar…
What is self-review in Zendesk and how does it benefit agents?
Self-review in Zendesk allows agents to critically evaluate their own conversations, promoting self-improvement. This method trusts agents to assess their work. By investing in hiring the right people, self-review empowers agents to reflect on…
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Reactive review in Zendesk focuses on providing feedback for conversations where issues are known, such as poor CSAT ratings or long response times. It's a practical approach for large volumes of conversations. While it can introduce bias into…
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