My friends at SupportIndustry.com are offering a free white paper, “Best Practices for Coaching Your Support Team to Handle Anything.”
It provides a step-by-step game plan for solving your support agents’ worst nightmares, based on the author’s experience in successfully “turning around” support performance, as well as current research in the psychology of how we communicate with people. In the process, you will learn how specific, procedural skills — both for how your agents respond to customers, and how you coach your team — can change everything about how your interact with customers, in a way that will impact both your support metrics and your bottom line.
Download the full white paper.