Stella Connect’s guide details how to build customer service career paths that align with agents’ goals and business needs. It emphasizes hiring for key traits—communication, analytics, coachability, and empathy—then nurturing those skills through structured coaching. Three career paths are outlined: leadership (from agent to team lead), quality assurance (from associate to QA manager), and customer success (from specialist to director). Managers are encouraged to tailor development plans using continuous feedback, real-time performance data, and coaching frameworks like the GROW model, fostering both personal growth and exceptional customer service outcomes.

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