Questions: 1. What coaching would you give to each of agents 4. 5 and 6? 2. What goal would you set for each one to achieve by end of week? 3. Agent 4 improves rapidly, thanks to your coaching, but agents 5 and E don't. Which of the two do you let go? I will keep agent 4, because he improves rapidly so he can improve his -33 NPS score and pass agents 5 and E- scores. His Internal Quality Score is the lowest in the team but certainly it is affected by the low NPS score. Agent 4 also closed 24% of the tickets this week that is more than Agent 5 and 5 combined. 4. What is the most likely cause for the bad NPS that agent 4 received? How could this be avoided in future? Since agent closed many tickets it is most likely to have more are customers who are dissatisfied with your product. Those detractors are likely to stop using our product and even liable to tell others why they dislike our company. There is a silver lining thougha negative experience means we have the chance to win them back and improve our product. 5. Which of the 3 top performers (agents 1, 2 and 3} do you announce as team hero of the week and why? 6. What is one thing you can do today to address the discrepancy between NPS and It.','.llualil].l' for agent 4? T. What is one thing you can do today to balance the volume in your team