Your weekly coaching path

Week-over-Week Progress

Scorecard

Main focus: Technical accuracy verification

V2 Rubric (Shadow Grading)

V2 overall: 26.39% across 1 v2-scored calls this week

• Unresolved: 1

Where Did the Time Go

By Product Family

By Problem Category

What You Did Well

• Effective customer engagement2 of 2 callsCollected customer's name, email address, and serial number for follow-up across both calls, ensuring continuity of support. Offered clear next steps (email with troubleshooting steps, power adapter swap, video request) in #LTS00120954 and #GI00050578.
  Why this matters: Ensures customers receive consistent communication and clear pathways for resolution, reducing repeat contacts.
  #LTS00120954  ·  #GI00050578
• Technical troubleshooting initiation1 of 2 callsCorrectly suggested power adapter swap as a valid first step for diagnosing power-related hardware faults on NX5500 in #GI00050578, aligning with standard troubleshooting protocols.
  Why this matters: Provides customers with immediate, actionable steps that can resolve issues without escalation.
  #GI00050578

Growth Focus

• Technical accuracy verification1 of 2 callsProvided incorrect model identification (WAVGE003 instead of WHW03V2), false end-of-life claims, unverifiable warranty status, and inaccurate pricing ($15 vs $16) in #LTS00120954, leading to customer confusion and unresolved issues.
  Why this matters: Inaccurate information erodes trust, prolongs issue resolution, and increases risk of repeat calls or escalation.
  Example: In #LTS00120954, the agent stated WHW03V2 is end-of-life and unsupported, contradicting KB guidelines that confirm ongoing support for this series.
  What better looks like: Verify product model, warranty status, and support policies via internal systems before communicating with the customer.
  #LTS00120954
• Clear next-step communication1 of 2 callsFailed to explain why video evidence was required, did not confirm email receipt, and left customer uncertain about next steps in #GI00050578, despite collecting necessary details for follow-up.
  Why this matters: Ambiguous next steps cause customer frustration, delay resolution, and increase callback risk.
  Example: In #GI00050578, after requesting a video, the agent did not clarify the approval criteria or provide a timeline, leaving the customer without actionable guidance.
  What better looks like: Explicitly state the purpose of requested information, set clear expectations for review timelines, and confirm receipt of customer-submitted materials during the call.
  #GI00050578

Callback Flags

No callback chains detected.

Documentation Accuracy

Practice Plan

• Step 1
  Verify product model, warranty status, and support policies via internal systems before sharing any details with the customer.
  Why: Preventing incorrect information reduces customer frustration, avoids repeat calls, and maintains brand trust.
  This week: #LTS00120954
• Step 2
  When requesting customer-submitted information (e.g., videos, emails), clearly explain the purpose, criteria for approval, and expected review timeline.
  Why: Clear expectations reduce customer uncertainty and prevent follow-up calls due to ambiguity.
  This week: #GI00050578
• Step 3
  Minimize filler words and long pauses by practicing concise, structured responses and actively listening to customer needs.
  Why: Improved clarity and confidence enhance customer experience and increase first-call resolution rates.
• Step 4
  Confirm receipt of customer-submitted materials (e.g., emails, videos) during the call and restate the next steps.
  Why: Ensuring customers feel heard reduces repeat contacts and builds trust in support processes.
  This week: #GI00050578

Escalation Lessons

No escalated case learning this week.

Evidence Calls