In a customer-centric world, the company that can prioritize effective customer care coaching gains a major competitive advantage. Despite investing in coaching, many businesses are still struggling to achieve a cohesive customer experience and lift KPIs.
When it’s done right, coaching care agents pays off in customer satisfaction, revenue, and agent retention.
So, what methods of customer care coaching are effective?
How can you ensure time on coaching is well-spent?
How can you use data to improve your coaching program?
We asked global brands we work with and analysts at Forrester and McKinsey to share their insights on how to coach care agents successfully — what works, and what doesn’t.
Learn their expert recommendations for customer service coaching that drives real results.