The customer service landscape is continuously evolving as customer expectations change. In this New Age of customer service, it is not just about management — it is about coaching your team to help them grow within their roles and beyond.
Managers and team leaders should set out to proactively spot learning opportunities based on performance-related data and provide agents with actionable advice to deliver great customer service. Because when you understand what your agents need, you can ensure they have the right knowledge and tools to do their work successfully.
It’s not always easy to change how we work or introduce new strategies successfully. That’s why we decided to invite Jaclyn Thompson, Team Lead of the CX Advocacy Team at Loom, Anton Valchev, Head of Client Relations Department at Trading 212, and Jessica Sinclair, Customer Service Team Leader at END. to share their expertise with us.
Hosted by Shaakirah Chettiar, our Head of Customer Experience, our panelists got to share their thoughts and strategies on performance coaching by answering some of the most frequently asked questions: