Скачать или смотреть Which KPIs Should You Use For Coaching Support Agents? - Customer Support Coach

Which KPIs Should You Use For Coaching Support Agents? Are you looking for effective ways to measure and improve your support team’s performance? In this video, we’ll introduce key metrics that help coaching professionals evaluate how support agents are doing and identify areas for growth. We’ll cover important indicators such as resolution rates, customer satisfaction scores, response times, and productivity measures. Understanding these metrics can help you develop targeted training, provide meaningful feedback, and create a more efficient support environment.

We’ll explain how tracking first contact resolution can reveal an agent’s ability to solve problems quickly and reduce customer follow-ups. You’ll learn how customer satisfaction scores reflect overall service quality and how average handle time balances efficiency with quality. Additionally, we’ll discuss the significance of response times, ticket handling rates, and the number of replies per case in assessing agent effectiveness.

This video also emphasizes the importance of employee satisfaction scores, which highlight team morale and engagement. By regularly monitoring these indicators, coaches can spot strengths and weaknesses, tailor coaching sessions, and set clear, measurable goals for agents. Incorporating these metrics into your coaching process leads to continuous improvement and higher service standards. Whether you’re new to coaching or looking to refine your approach, this guide will help you use data to support your team’s success.

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About Us: Welcome to Customer Support Coach! This channel is dedicated to equipping you with essential customer service tips and strategies that enhance your skills in effective communication, handling customer complaints, and mastering call center best practices. Join us as we cover topics like conflict resolution, email and chat support, and customer retention strategies, all aimed at improving customer experience management and satisfaction metrics.