Supportsoft Glossary
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Managing Agent Journey from Onboarding to Performance
The agent life cycle is a representation of the processes through which an agent passes, that is, from onboarding and training to performance management and development. It is necessary to manage this journey well for the purpose of sustainable support operations.
The onboarding process brings agents into contact with the systems, processes, and standards of service. Continual training makes sure skills are still applicable in the face of changing services. Performance evaluation helps to inform and to account.
Facilitating development and acknowledging accomplishments inspire motivation and keep employees. Well-defined career paths are attractive for the long run.
Organizations that take a comprehensive approach to the agent life cycle can keep the skilled and confident teams and have the same quality of service all throughout.