BSBFIM601 Assessment Task 1-10

identifies email and chat interactions that should be monitored. 2)Collect all channels of feedback from customers. Use the same quality standards used for text- based calls, such as email and chat. 3)Ask the customer what he thinks. Instead of using your organization's internal metrics to follow call patterns, ask the customer "what do you think this is based on your experience with and the agent you work with?" or "is your service experience in line with the promises made in our advertisements? 4)Use quality checks to help agents improve their skills. Assess interactions to identify skill gaps and provide opportunities for defective personal learning.