In today’s evolving CX environment, technological advancements have transformed customer interactions. Frontline support teams are dealing with an increase in complex inquiries, while self-service channels handle simpler queries more frequently. Our client, a Fortune 100 financial leader, partnered with [24]’s voice and chat agents to support their customer support needs. To continually meet the evolving customer expectations of our clients, we needed to empower our agents and improve their expertise and problem-solving skills by creating coaching models that would help engage agents and harness their individual strengths.

Our solution Project Metamorphosis was designed to not only elevate our service offering but also solidify our partnership with the esteemed client. By integrating Appreciative Inquiry (AI) principles within our coaching model, we were able to improve the expertise and problem-solving skills of the frontline customer support representatives and drive continuous improvement.

“Project Metamorphosis” empowered Unit Managers (UMs) through “Coach the Coach” training, combining theoretical AI principles with practical skills like the Gradual Release of Responsibility model and role-playing. This hands-on approach equipped UMs to coach effectively, fostering a culture of strength-based growth and driving positive results.