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.
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.
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.
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.
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
Webhooks for immediate notification of critical fails