Agent knowledge is often identified as a key driver of overall CSAT. What does this mean for your organization? It means you can identify which of your agents are performing poorly with respect to their know-how and target them specifically with an individualized training program to drive up your overall CSAT score.

Micro-training is a needs-based training approach that is facilitated one on one, by senior agents with underperforming agents to help improve their CSAT scores.

With the ResponseTek Listening Platform, users can leverage both Agent Performance and Team Ranking reports to identify the lowest % of agents by performance. Then cater both soft skills and hard skills training towards improving CSAT for this group.

For one of our clients, micro-training has resulted in the following:

Want to learn more about how employees are the key to understanding a broken business? Check out our previous post on this subject here.