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Dale Demerre
Joined Feb 02, 2022
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Last activity Aug 22, 2024
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Latest activity by Dale Demerre
Dale Demerre created a post,
If the rating is "Bad, I'm unsatisfied" is being clicked by a customer. can we REQUIRE the follow-up question also be selected before they have the ability to SUBMIT the rating. As it is right now a lot of them just click "Bad, I'm unsatisfied" without even giving a follow-up question selection. This just makes no sense from a management standpoint on what to address. Going through another round of follow-ups is just a tedious exercise that could have been done initially in the submission of rating. Instead of being optional make it a requirement in submitting bad reviews as you may also address accidental bad review clicks and also pinpoint the problem if it's really a bad review they want to give out.
Posted Feb 08, 2022 · Dale Demerre
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Dale Demerre commented,
Why does First reply time not capture on an agent creating 'Proactive ticket' for a client? why do they still need to create a 1st reply for a ticket they created, shouldn't that be automatically expressed as a first reply? agents get a hit on 1st reply metric even if they made the ticket for a client.
View comment · Posted Feb 02, 2022 · Dale Demerre
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