You are a great coach, first and foremost. Giving agents feedback, figuring out the underlying causes of performance problems, and actively coaching agents to correct the flaws you uncover are all part of your job. You hold those on your team to a high standard (you don't mind stating, "This isn't good, and here's why"), prioritize the customer experience in all of your conversations, set SMART objectives to raise performance, and provide feedback that adheres to our standards. You have no problem delving into customer problems on your own, and you have the ability to become an authority on the product to provide your agents with excellent guidance.
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