Fine Tuning: Evaluate your Support Organization to Find (and Eliminate) Gaps

9 Kommentare

  • Karen Farmer

    Good morning everyone! Part 1 is now live in the forums. We're looking forward to hearing your thoughts and answering your questions!

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  • Karen Farmer

    Part 2 is now live! Read through these amazing suggestions from today's author and share your thoughts in the comments section!

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  • Galen Foster

    Hi Karen,

    I've outlined the sections that apply to us in green. Do you think it would be good for us to look into improving agent experience and then agent lifecycle or work on both at the same time.

    We recently doubled our agent count which showed large holes in agent on boarding and training process. It's great to see that we're actually completely missing almost everything in the Agent Life Cycle column. It would be great to know if there are resources available on growing items in this column. I feel we really need to create a good agent training program and best practices guide but would prefer not to have to re create the wheel. 

    Talk to you soon. Have a great lunch!

     

    Thanks, 

    Galen

     

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  • Lindsey Fischer

    Hi Galen! 

     
    Thanks for the great questions. Please see below for suggestions. 
     
    • Agent Lifecycle and Agent Experience are not mutually exclusive, so innovation and improvement can be made to both in parallel without coming at an expense to one another.
    • As far as developing programs for agents/agent lifecycle, you will most likely need to partner with your HR team on some of these items. Depending on the size of your organization, a framework for these items (career pathing, evaluations) may already exist.
    • With regards to QA and support specific experiences, many organizations start with something manual -- a list of core competencies they want agents to follow -- this can be qualitative, quantitative or a combo of both. An example would be a Google or Excel form that team leads manage. QA apps exist as do third party tools (like NICE and Stella Connect). 

    Let us know if you have further questions. Thanks! 

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  • Karen Farmer

    Thank you for following along with us today! Part 3 is now posted, so please be sure to enter your thoughts and comments. Our team is here to help answer your questions!

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  • Pedro

    Hello! Would you have documentation (or a glossary) for each characteristic in that maturity framework?

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  • Conchita

    Hi Pedro, 

    Thanks for stopping by :) 

    I can't say that we have a single and combined glossary of terms included in the framework (that is, however, a good idea), but certainly, most of the terms can be found within our own support documentation. 

    If you can't find something or it's not super clear, let me know and I will be happy to follow up. 

     

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  • Pedro

    Hi, Conchita. No worries, I can search for sources to link each item, I was just wondering whether Zendesk already had it publicly available to save time. Thanks for this useful article!

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  • Conchita

    Hi Pedro, 

    You're totally right and I think that'd be great to have :) 

    Do let me know if you need help with finding anything though. Thanks again for reading us! 

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