CoachingAgent performanceDevelopmentManagement
IT Support Agent Coaching Guide
workro desk team·5 min read·5 April 2027
Coaching Approach
- Weekly 1:1s: 15-minute check-ins with each agent
- Review metrics: CSAT, FCR, SLA compliance, ticket quality
- Listen to calls: Review 2-3 tickets per week for quality
- Provide feedback: Specific, actionable, balanced
- Set goals: One improvement area per month
Ready to fix faster?