Subject: Fwd: Training documents - Chats related
From: Manish Kumar <[email-masked]>
To: LM CS Team <[email-masked]>
Cc: Seeta Seeta <[email-masked]>, Apoorv Joshi <[email-masked]>, Shakeeb Arsalan <[email-masked]>
Date: Thu, 11 Mar 2021 09:49:06 -0700 (MST)

Hi Team, 

Please go through the attached pdf which will help you to improve the quality on chat. 

Thank you for your cooperation. 

Regards, 
Manish 

From: "Manish Kumar" <[email-masked]> 
To: "Mohd Imran" <[email-masked]> 
Cc: "Seeta Seeta" <[email-masked]>, "Apoorv Joshi" <[email-masked]>, "Shakeeb Arsalan" <[email-masked]>, "Mustehsan Siddiqui" <[email-masked]>, "escalations dxbteam" <[email-masked]>, "Saurabh Dadu" <[email-masked]>, "deeksha" <[email-masked]> 
Sent: Thursday, March 11, 2021 8:12:37 PM 
Subject: Re: Training documents - Chats related 

Hi Imran, 

Thank you for sharing the PDF with examples. 

We have already given one refresher to each an every agent however we will take one more session by tomorrow and will include all the points as you suggested. 

We will put our best efforts in improving quality to reach the desired standard. 

Thank you for your help. 

Regards, 
Manish 

From: "Mohd Imran" <[email-masked]> 
To: "Seeta Seeta" <[email-masked]>, "Apoorv Joshi" <[email-masked]>, "Manish Kumar" <[email-masked]>, "Shakeeb Arsalan" <[email-masked]> 
Cc: "Mustehsan Siddiqui" <[email-masked]>, "escalations dxbteam" <[email-masked]>, "Saurabh Dadu" <[email-masked]>, "deeksha" <[email-masked]> 
Sent: Thursday, March 11, 2021 7:31:54 PM 
Subject: Training documents - Chats related 

Hi Team, 

Considering the current quality standards of chats, we need to work upon the improvements. In order to achieve maximum quality scores and enhancement of customer’s experience. 

Would appreciate if we can have a coaching session with chat agents and take them through the attached PDFs which is in English and Arabic. 

Lets add this into the training module as well for new agents. 

Post refresher gives us the confirmation. We will be closely monitoring chats interaction. Hope to see less error and more improvement. 

Do let us know in case of any help or questions. 

Regards , 

Mohd. Imran 

Customer Support WEB TEAM. 

Landmark Tower, Dubai 

+971-45172116 

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