Stella Connect’s coaching guide offers nine tips for developing more effective customer service agents through structured, real-time feedback and personal development. It emphasizes individualized 1:1 coaching, goal-setting via the GROW model, timely data use, and micro-coaching throughout the day. Managers are encouraged to focus on behavior, not the person, while giving agents the floor to self-assess and contribute. Empathy, trust, and positivity are critical to boosting morale and performance. Stella Connect’s tools support ongoing coaching by surfacing soft-skill metrics and enabling actionable, impactful conversations based on real customer interactions.

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