GETTING STARTED WITH ZENDESK TALK 30 TRAINING AND COACHING Teach phone etiquette YOUR AGENTS Customers want to feel like they are Hiring the right agents is important, but talking to humans, not robots—in fact, you also need to train them properly and research shows that agents with a give them proper feedback and coaching more casual tone can result in higher so they know how to improve. Here are satisfaction ratings than more formal, some tips for training and coaching your or robotic, tones. Give your agents the agents: support and coaching they need to feel confident helping customers in a way Give agents relevant knowledge that feels natural. Call recordings can be a helpful way to provide feedback When a new agent joins your team, they to your agents. You can identify specific will lack the relevant product or service examples of things they’ve done well and knowledge. To get them onboarded, make opportunities where they could improve. sure you have a well-organized internal knowledge base (KB) they can use to Train agents on Talk learn about your product or service. Once they have read through the KB, role play We’ve designed Zendesk Talk to be easy with them to help them get comfortable to set up and use. In fact, it’s so simple helping customers on the phone. it only takes a couple of minutes to