Help with a Struggling Agent: Advice Needed!

Annie
Annie ✭
edited 2024 02 in Luminary Chat

Hey there, fellow Zendesk Luminaries! 👋

So, I’ve recently stepped into the team lead shoes (they’re surprisingly comfy, by the way), and I’ve encountered a little hiccup. One of our agents—a promising star in training—seems to be losing their way. Their response times? Slower than a snail’s crawl, and their empathy levels? Chillier than an ice cube.

Now, I’m not here to launch a rocket at them—I genuinely want to help. But as a newbie team lead, I’m feeling a bit like a lost asteroid. How do you all handle struggling agents without accidentally turning them into black holes of despair? Any practical tips or tricks? 🚀

I’m all ears (well, metaphorically speaking). Share your wisdom, and let’s light up this thread! ☕

Thanks a million, fellow Luminaries! May your SLAs stay green and your coffee stay strong. 😄

(P.S. I hope this topic isn’t too off-topic for our community. If it is, feel free to redirect me to the right coordinates!)

Comments

  • Francine
    Francine 💡Luminary

    Hey @Annie

    Totally get where you’re coming from! We’ve all been in those “lost asteroid” moments. 😄 First off, kudos for seeking advice—it shows you care about your team.

    Here’s my take:

    • Feedback Sandwich: Schedule a one-on-one chat with the struggling agent. Start with something positive (like praising their empathy skills), then gently address areas for improvement. It’s like serving a cosmic feedback sandwich.
    • Set Goals: Set achievable goals together. Maybe it’s improving response times or mastering a specific skill. When they hit a milestone, celebrate! Cosmic cupcakes or virtual high-fives work wonders.
      Remember, stars sometimes flicker before they shine brighter. 🌟

    Wishing you cosmic patience and stellar leadership!

  • Gerald
    Gerald ✭

    Hey @Annie

    Welcome to the cosmic council! 🚀 Handling struggling agents is like aligning planets—it requires finesse.

    In addition to @Francine's great advice

    Here are my down-to-earth suggestions:

    Data Dive: Analyze their performance data. Isolate specific areas where they’re falling short. Maybe they’re grappling with a particular ticket type or tool.
    Use Zendesk Insights to spot patterns. Are there cosmic bottlenecks in their workflow?
    Empathy Boost: Remind them why they joined the support galaxy. Share customer stories—the ones that made them feel like cosmic heroes.
    Encourage empathy exercises. Role-play scenarios where they step into the customer’s asteroid boots.
    And remember, every agent is a unique constellation. 🌌

    May your gravitational pull guide them toward brilliance!

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