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Agent Coaching & Development

Empowering Agents to Overcome Customer Service Challenges and Drive Brand Loyalty

Leanna Merrell

Learn how QA tools and agent empowerment transform customer service into loyalty-building experiences, driving customer satisfaction and brand advocacy.

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Unlocking Superior CX: The Bombas Blueprint for Quality and Coaching

Leanna Merrell

Explore Bombas' use of MaestroQA for cutting-edge customer service and agent empowerment. Learn about effective call center coaching techniques and QA strategies that enhance CSAT and set new standards in customer experience innovation.

Agent Empowerment: 5 Tactics for Customer Retention from Industry Leaders

Discover 5 transformative tactics for agent empowerment, driving customer retention. Dive into industry insights from Rent the Runway, Staples Canada, Gousto & more.

5 Tips for Customer Service Coaches in Call Centers

World-class customer experiences depend on great communication between customer service coaches and agents. Here are five tips to elevate agent performance.

20 Call Center Coaching Tips to Boost Agent Performance

These 20 customer service coaching tips will help boost your call center and customer support agent performance while also improving your reporting KPIs and QA.

How Agents Can Make the Most of Customer Service Coaching

Customer service coaching is crucial to improve your skills and advance your career. Here are 5 tips agents should follow to make the most of their sessions.

Reasons for Call Center Attrition Rate and How to Reduce It

Call center agent turnover rate is higher than ever. Read this blog to learn why agents leave and how your company can retain your top talent.

This Is What an Effective Customer Service Coaching Session Looks Like

Learn from an example of a successful side-by-side customer service coaching session. Stick to these five phases to stay organized and productive.

The Key to Customer Service Coaching Is More Data (and Fewer Opinions)

Better customer service coaching starts with better data. Here are the metrics every CX team should track and how to apply them to coaching sessions.

How to Improve Call Center Agent Performance: 6 Key Tips

Looking to improve your call center agent performance? Here are 6 practical tips you can leverage to improve call center agent performance today!

Customer Service Coaching 101: Improve Agent Performance

An effective customer service coaching strategy informed by actionable data, feedback, and accountability is the secret weapon for high-performing agents.

Why Poor Agent Experiences Happen (and How to Fix Yours)

If you want a good customer experience, you have to have a good agent experience first. In this blog, we address how to fix and address your agent experience.

11 Customer Service Training Ideas and Skills for Your Agents

A strong customer service training program will help you onboard agents quickly to perform at a high level. Learn the top skills to teach for higher CX.

How CX University Improves Brooklinen’s Agents Performance

Brooklinen relies on their CX University to deliver on customers’ high expectations, while onboarding and training agents remotely. Learn more!

Quality Management and Customer Service Training Programs

Discover the impact of quality management on customer service training programs. Learn how QA insights can drive better training outcomes and improve support team performance.

How ActiveCampaign Uses MaestroQA To Scale Their Support Team, And Improve Team Dynamics

Team MaestroQA

Learn how ActiveCampaign leverages MaestroQA to scale their support operations and enhance team dynamics, ensuring efficient onboarding and consistent company culture across their expanding team.

The Art of Training with Harry's Razors and FuboTV

Explore effective training strategies in customer support with insights from Harry's Razors and FuboTV. Understand how to utilize QA to enhance CX training programs and achieve operational excellence.

Using Zendesk CSAT Reviews and Slack to Appreciate CX Agents

Learn how MaestroQA's Shoutouts feature in Zendesk and Slack celebrates high-performing agents, fostering a positive work environment and encouraging high-quality customer interactions.