SupportIndustry.com White Paper:

Best Practices for Coaching Your Support Team
to Handle Anything

What is the number one reason for support team turnover? Not money. Not working hours. It’s that ugly feeling of twisting in the wind in a difficult customer situation, all alone on the phone. But with the right techniques – and more important, the right approach to coaching, training, and skills development – your support center can turn into a hotbed of interpersonal and life skills that will give your team members the ability to handle anything.

This SupportIndustry.com white paper, authored by Richard S. Gallagher, Point of Contact Group, provides a step-by-step game plan for solving your support agents’ worst nightmares, based on the author’s experience in successfully “turning around” support performance, as well as current research in the psychology of how we communicate with people. In the process, you will learn how specific, procedural skills – both for how your agents respond to customers, and how you coach your team – can change everything about how your interact with customers, in a way that will impact both your support metrics and your bottom line.