management

Scenario 1: it’s Monday morning and these are your top and bottom performers based on the key metrics for the last 7 days.

Questions:

1. What coaching would you give to each of agents 4, 5 and 6?
2. What goal would you set for each one to achieve by end of week?
3. Agent 4 improves rapidly, thanks to your coaching, but agents 5 and 6 don’t. Which of the two do you let go?
4. What is the most likely cause for the bad NPS that agent 4 received? How could this be avoided in future?
5. Which of the 3 top performers (agents 1, 2 and 3) do you announce as team hero of the week and why?
6. What is one thing you can do today to address the discrepancy between NPS and Quality for agent 4?
7. What is one thing you can do today to balance the volume in your team?

2.) Which weekly measured support metrics are the most important? List the metrics you measure, explain explicitly how you measure each one automatically, and stack rank them in order of importance for delivering higher NPS scores.

3.) We run a radically differentiated centralized support organization where every agent supports every product. What do you believe are the top 3 challenges we face? What do you believe are the top 3 advantages that we have? write a one paragraph where you summarize each challenge and advantage.

4.) Our support managers are expected to consistently improve productivity and NPS scores quarter over quarter and dedicate significant time each week to the effort. Describe the management technique(s) you will use so that you will be able to both run the day to day operations and improve the process.

5.) A knowledge base is a key part of any support organization. What specific operational techniques will implement to ensure that our support knowledge base is 1) current, 2) useful, and 3) complete?