Additional question data can provide valuable additional context to your team members.
To help unlock this value, you can include additional question responses as part of their Stream and Team Member Trends dashboard. To activate this feature, simply go to the Manage Team page and click Team Settings. At the bottom, you will see a toggle for "Display additional question responses in Stream".
Some Admins and Team Leaders have been asking for best practices on when they should / shouldn’t expose additional responses to team members. Here is our perspective:
For First Contact Resolution or Other Team Member-Specific Questions
Since your second question relates to Team Member performance, we recommend that you do show the consumer responses in the Stream and on Team Member Trends. This helps provide your users with a deeper understanding of customer feedback.
For NPS or Company-Specific Questions
Since your second question does not relate to team member performance, we recommend that you do not show the consumer responses in the Stream or on Team Member Trends. This way, team members and supervisors will focus in on the metrics that relate to their own performance.
Comments
0 comments
Please sign in to leave a comment.