12 Products, 3 hellish months & 1 mega-merger with Matt Dale

Click ‘subscribe’ above to listen or download from Apple Podcast, Spotify, Google Podcast, and Amazon Music. The thirteenth release of Support Heroes by Kaizo featured Matt dale- VP of Customer Support at Illuminate Education. In this episode, Matt outlines the evolution of the processes that allow his department to service 12 separate products simultaneously. We … Continue reading 12 Products, 3 hellish months & 1 mega-merger with Matt Dale

“Kaizo is an essential part in getting that awareness and finding root causes for areas that we can improve, and then trying to improve on that. ”

"The plan of action is something we missed before Kaizo. We now have the agendas and those performance insights. We can really delve into the data and put something in place to say: this is where we’re going to go, this is where you need help."

"We’ve scaled our QA process from rating 3-5 tickets each week per agent to reviewing more than 5,000 conversations every month"

"The advantage of working with Kaizo is that we now have a clear view on our global achievements and quality results"

"I can’t imagine my life without Kaizo. it’s a must-have for a Customer Service Team Lead"

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