Tag: feedback
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The Satisfaction Trap: When High CSAT Means You’re Failing
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Read More →: The Satisfaction Trap: When High CSAT Means You’re FailingWhen High CSAT Means You’re Failing There’s a dashboard somewhere right now showing a perfect row of green numbers. CSAT scores trending upward. Targets exceeded. Leadership pleased. Someone’s probably getting a bonus based on those numbers. And the customers? They’re quietly leaving. I’ve seen this pattern enough times now that it’s stopped surprising me. A…
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Incorporating Emotional Intelligence into Performance Management to Help Managers Empathise with Support Agents’ Challenges.
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Read More →: Incorporating Emotional Intelligence into Performance Management to Help Managers Empathise with Support Agents’ Challenges.As a technical support manager or leader, you know how important it is to effectively manage your team’s performance. However, performance management is not just about numbers, metrics, and targets. It’s also about creating a culture of empathy and understanding towards your support agents’ challenges.
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Anchoring Your Team: Providing Stability in Times of Change
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Read More →: Anchoring Your Team: Providing Stability in Times of ChangeAs a senior technical support manager, it’s critical to understand the importance of providing stability to your team, especially during times of change. With many companies experiencing reductions in force, it’s more important than ever to ensure your team feels secure and confident in their roles.