What's Your Customer Service IQS (Internal Quality Score)?
Автор: Zendesk QA (Klaus)
Загружено: 2022-07-11
Просмотров: 28831
Описание:
External quality metrics like CSAT, NPS or CES only tell you half of the story. They reflect how satisfied your customers are with what you do.
However, they say nothing about, for example, how well your agents followed the internal guidelines, or even if they provided a correct and full solution to the customer’s inquiry.
IQS (Internal Quality Score) is a customer support metric that shows how well your team is performing based on internal quality standards that you set yourself.
Watch this short video to understand what the Internal Quality Score is, how to calculate it, and why you should keep track of it.
📝 What’s Your Customer Service IQS (Internal Quality Score)?: https://www.klausapp.com/blog/custome...
0:00 Why customer support quality matters
1:21 What is IQS?
2:20 How to calculate IQS?
3:22 Intro to Klaus
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