Maestro QA Quality Assurance Native App
In-app Quality Assurance (QA), Quality Management (QM), and agent coaching
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설치
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개발자
MaestroQA
The Maestro QA In App Experience for Zendesk.
Maestro QA makes QA / QM software for modern support teams. Our in-app experience with Zendesk lets agent and their managers review QA scores with Zendesk, to help drive agent coaching and report on quality of the agent support.
Etsy, Mailchimp, Peloton, and more use Maestro QA for quality assurance (QA) / quality management (QM) purpose to improve agent performance and enable amazing customer experiences through quality support experience.
The Maestro QA Quality Assurance In- App Experience enables you to:
Review agent tickets with a side-by-side QA scorecard view within Zendesk
Turn your agent QA score into a trusted KPI to measure agent performance and career progression
Identify training gaps for agent coaching opportunities
Drive agent coaching, learning, development, and retention
Improve key metrics through QA/QM insights and agent coaching sessions
Agent support teams and quality assurance (QA) / quality management (QM) leaders love to leverage Maestro QA to understand agent performance, find coaching opportunities and enable exceptional customer experiences.
By making my QA / QM process more efficient, I was identifying more valuable areas for opportunity & able to lead larger, more targeted projects. During the first 6-8 months of using Maestro QA our average QA / QM score increased from around 70% to 90%. Over the second half of the year, CSAT increased about 11%. We would not have seen those QA / QM score increases if I was still spending a day a week pulling reports and managing my team's daily tasks.
Maestro QA allows for seamless grading and grades sitting side-by-side in addition to allowing the agent to see the scorecard right within the review. Agents feel more empowered to resolve on their own.
Eric Komo, Leadpages, Technical Trainer
Want to know more about how quality teams use our quality assurance (QA) / quality management (QM) tool to empower their agents to provide higher quality services by getting the quality of their work graded and improved via agent coaching? View our customer case studies.
Have questions for our team?
Email us directly at team@maestroqa.com or visit www.maestroqa.com to chat with us to explore your quality assurance (QA) / quality management (QM) needs by evaluating quality of the agent support service, filling those gaps through agent coaching sessions.
Other info: - Request a demo of the full Maestro QA experience
설치 방법
To use the Maestro QA Native App to provide feedback and coaching within Zendesk, you will need to have a MaestroQA. If you do not already have a MaestroQA account - please sign up at https://www.maestroqa.com/ or contact us at team@maestroqa.com.
Once you have a MaestroQA account, please complete the following steps:
Go to your MaestroQA account
Go to the Settings tab > In the upper right hand corner click the down arrow
Click Other Settings in the Settings drop down
Navigate down to 'API Tokens'
- Create a new Token (or Use a Non-expiring Token)
Give it a Token Name, and Choose 'Does not Expire'
Copy this token for use in Step 3
Install the Maestro QA Native App in Zendesk
You will be prompted for an 'API Token' on install - Paste the token from step 1
You are all set and will begin to see data in the MaestroQA Native App!
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