Notes
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Listening: Agent does a good job of understanding Cx concern, collects all relevant information
Ownership: Owns case from beginning to end, made Dx feel she cared about the urgency of the case & explains resolution in a way Dx will understand
Tone: Matches the customer’s tone & pace
Polite, friendly, concise
Closing: Strong closing, branded
Documentation: Agent did not provide enough information in case notes regarding the issue at hand. Could have been worded better so that Legal agent could understand true issue. Hailey sent wrong email at first due to not enough info
Workflow: Agent follows correct workflow, Dx on phone (Essie) was not on a dash, but other Dx was on active dash, leading Agent to follow Cx/Mx workflow for incident and escalates.
Transfers: Agent properly escalates case according to workflow, although case notes were not sufficient, agent did use correct template
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