Help with a Struggling Agent: Advice Needed!

Annie

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!)