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Engagment - Coggle Diagram
Engagment
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Recognition
From whom is the feedback insufficient (TL, Coaches, colleageues etc)
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What type feedback is lacking (performance (such as CSAT) or output (such as the actual replies in tickets and if they are correct or if other tasks are done correctly)
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Workload
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Establish threshold for the queues, when they are in ok shape (aka, agents can focus on other things)
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Team
Teams as one
Talk about our team performance, not individual markets
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Satisfied with role
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Empower their roles
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Let people know when they did well, regularly
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Strategy
TL to give an short summary and open for questions after important announcements (such as all-hands)
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Goal Setting
Discuss with them team, what tasks needs improving
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Goal, outcome, follow-up etc...
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