What Is Blocking Customer Service Supervisors' Ability to Improve Agent Performance?

While customer service and support leaders often focus on agents who interact with customers, the supervisors behind the scenes are equally important. Supervisors unlock the full potential of customer service agents, but many supervisors do not have the time or the bandwidth to effectively coach and mentor their agents. Supervisors spend an average of only 30% percent of their time coaching their direct reports. Furthermore, 60% of supervisors report spending a significant amount of time on low-priority tasks, which get in the way of work that impacts key outcomes. Customer service and support supervisors face unique challenges that, if left unaddressed, can contribute to lost productivity, feelings of burnout and increased attrition. Join this complimentary Gartner customer service and support webinar to find out what is blocking your supervisor’s ability to improve agent performance. You will walk away from this session with answers to your vital questions and recommended actions to help you achieve your goals.

• Identify what stops supervisors from dedicating time to developing their direct reports

• Determine how clarifying the supervisor role can help meet organizational priorities

• Find out how organizations support supervisors through changes in process and technology

Return to this web page to watch the webinar. Contact us at gartnerwebinars@gartner.com with questions about viewing this webinar.