From the course: Customer Service: Knowledge Management
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Leveraging peer coaching
From the course: Customer Service: Knowledge Management
Leveraging peer coaching
- Every successful KCS program I've seen has a successful coaching program. Coaches are a powerful force for preparing newly-trained agents to be licensed. The more you invest in coaching, the more you'll get out of your KCS program. Experience backs this up. No matter how good the training is, if you don't use it, you likely won't retain it. Coaches are there to help you put what you learn in KCS training into action. To support agents through the licensing process, coaches will meet weekly with them one on one. Each coach typically works with five or so team members. To prepare for the meetings, coaches will look at the articles that their agents have written over the prior week. They'll review metrics and look at a few tickets to see how their candidates are following the Solve loop. They'll plan how to provide feedback to reinforce positive behaviors and to enable improvements. During the meetings, the coach will help…
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