Customer service representatives have the unique advantage of being at the forefront of all business activities, and as a result can move in a wide variety of directions.
But when you’re building out a team or scaling your organization, how do you create career pathing that aligns with your agents’ expectations and shows them the growth potential of joining your organization?
In this guide, we’re breaking down everything you need to know when it comes to hiring the right fit agents, the skills you should be looking for when leveling up an agent’s role, and outlining three potential career path opportunities that you can offer your team.
Capture customer feedback on agent performance at scale and measure against the KPIs - like CSAT, NPS, and CES. Our clients see response rates up to 10x higher than industry averages, which provides a more complete view of the metrics that matter most.
By linking QA reviews with customer feedback, you can quickly highlight how your internal quality measures stack up against customer-rated performance. Keep a bird’s eye view of review metrics to help evolve and enhance what quality really means to your brand.
Stella Connect integrates with all major CRM and ticketing vendors, creating a holistic ecosystem for greater frontline efficiency, quality, and action - all with no interruption to your agents' workflows.
Grow the human relationship between your customers and your brand with Stella Connect. Using personalized bios and agent icons in feedback requests drives response rates of 10x industry averages.
Download our ebook, Creating a Customer Service Career Path for Your Team, for insight into how you can create career pathing that help your agents grow.