MaestroQA for Customer Service Coaching

Only half of underperforming agents say they receive the training they need to do their job well, according to Salesforce. So how can customer experience leaders bridge that gap? Customer service coaching.

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I don't know where my department would be without MaestroQA. The program helped my team define an excellent level of support, then worked with us to raise the bar.
 -
Jessica Bright
,
Customer Support Manager

QA Scorecards for Customer Service Coaching

Quality Assurance (QA) scores are the foundation of a solid customer service coaching strategy. MaestroQA scorecards provide granular, individualized insights—not arbitrary opinions—into how an agent performs against a company’s quality standards.

Download: The Ultimate Guide to CX QA Scorecards

Screen Capture for Customer Service Coaching

Rather than relying on text alone, a good customer service coaching strategy includes screen captures, an effective method for sharing feedback. MaestroQA screen capture provides 100% visibility into how tickets are handled to understand how agents utilize resources like your knowledge base, LMS, and more.

See Proven Results: Tails.com

Personalized Customer Service Coaching is the Key to Performance

Implementing a customer service coaching strategy is critical for improving customer service agent performance. See how MaestroQA can help impact critical metrics that matter, like CSAT, NPS, agent retention, and more.

Download: What an Effective Coaching Session Looks Like eBook