Customer service training is critical, as 96% of people say a negative experience impacts whether they would buy again. Best practices include unifying knowledge with a shared index, aligning everyone on a vision of success, and teaching agents to be search experts by pairing them with experienced colleagues. Augmenting manual search with AI-driven insight panels gives context on customer actions, while coaching and peer support improve agent experience. Data-driven coaching programs, outcome-based training refinements using analytics, and selecting coaches with strong interpersonal skills ensure continuous improvement. These practices lower agent burden and equip them for success.

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