Just recently when I reviewed our self-checking activities, I started wondering: how do you guys assess and review the work of your agents or colleagues? Do you have a system of peer-to-peer reviews? Or do you rely on supervisor’s reviews?
Do you have any system to review how agents perform (what language they are using, or tone, or what product knowledge they have, etc.) periodically or to provide them with feedback?
I stumbled upon some articles that it’s a growing trend to encourage peers to review one another. Do you think it’s easy using LiveChat? Do you do it at all? If yes - how does it look like? If not - why and would you like to start somehow?
Let’s talk about it!