Employee engagement and retention have always been critical to a support organization’s success. And studies show that customer satisfaction is directly linked to employee satisfaction.
In today’s highly competitive and shifting work environment onboarding and developing support agents and engineers to best serve customers is now harder than ever. These factors can become serious disruptors for support leaders already dealing with high attrition.
To be prepared for this new market reality you need a modern, intelligent approach to enabling support professionals. That approach should foster loyalty and provide a career development paths unlike older coaching approaches that simply focus on negative interactions and outcomes.