EBOOKS BY LUIZ TERRA

CX na Prática

Three guides for customer service supervisors and coordinators. Choose the topic your operation needs to work on next.

Portuguese-language content · PDF · edition 1.0

CX na Operação - Luiz Terra

Volume 01

CX na Operação

Seven routines to organise customer service, preserve context and follow up on the next step in each case.

27 pages · 4 worksheets

Inside this eBook
  • Contact reasons and repeat contacts
  • Case handoffs and voice failures
  • Ownership, deadlines and follow-up
R$ 9,99Buy on Hotmart
Indicadores de Atendimento na Prática - Luiz Terra

Volume 02

Indicadores de Atendimento na Prática

Define measurement baselines, check the data and interpret service metrics before deciding what to change.

25 pages · 3 worksheets

Inside this eBook
  • Handling time, abandonment and service level
  • Backlog, CSAT and first-contact resolution
  • Simulated case with transparent calculations
R$ 9,99Buy on Hotmart
Qualidade e Feedback no Atendimento - Luiz Terra

Volume 03

Qualidade e Feedback no Atendimento

Evaluate service interactions using observable criteria and turn findings into feedback and team development.

25 pages · 4 worksheets

Inside this eBook
  • Criteria, scoring and not-applicable items
  • Calibration between evaluators
  • Feedback, micro-training and follow-up
R$ 9,99Buy on Hotmart

Each eBook is sold separately. Payment and access through Hotmart. A 7-day refund period applies under the offer terms. All three books are in Portuguese.