Klaus
Klaus is a quality management platform for customer support teams that measurably improves customer service quality.
You'll be able to:
- Connect and display your Talkdesk conversations in a few clicks;
- Create filters like "Random sample of Bob's last week's calls";
- Customize rating categories and rating scales;
- Rate and comment on conversations;
- Track Internal Quality Score across agents and teams.
What are the results?
- Improves CSAT;
- Saves 90% of the time over a manual process in spreadsheets;
- Builds team cohesion;
- Enables faster onboarding;
- Gives a clear picture of the top and low performing agents.
Key features
Coaching and 1-1s
Encourage ownership through transparent feedback and support team development through sessions that address overall team performance. Use internal quality scores and performance results to identify knowledge gaps and improve agent performance.
Analytics & KPIs
Understand the true relationship between CSAT, FCR, NPS – and quality. Get an instant overview of the big picture or drill into the details – up to you. Klaus' KPI dashboard helps you focus on the agents and processes that need your attention most.
Quality Assurance
Easily evaluate and identify customer service problems in real-time. Build scorecards that reflect your business needs, filter out tickets you’d like to see, review the conversations, and start leaving valuable feedback that helps agents develop.
Onboarding
View real-time KPIs by agent to ensure consistent performance amongst agents and identify top and low-performers. Deliver transparent and actionable feedback. With ongoing visibility into their performance, there are no surprises.
Additional information
Categories
Quality Management
Plans & Pricing
Klaus Quality Assessment
18
user/month
Build scorecards, filter out tickets you’d like to see and review conversations.
Sentiment analysis based on natural language processing
Complexity filter built on machine learning
Unlimited conversation reviews
Unlimited peer and self reviews
Dynamic scorecards with adjustable weights
Auto-fail grading criteria
Robust filtering options
Daily, weekly or monthly review goals
Agent, grader, manager access
Multiple rating scales per conversation
Root cause analysis
Grading calibration
Browser extension
Slack integration
Webhooks for immediate notification of critical fails