Foundation 6 steps Customer support fundamentals For new agents and first-time support leads
The core support KPIs, what drives them and how to read them without fooling yourself.
Pull last month's CSAT, FCR and AHT for your queue. Write one sentence per KPI on what moved it, and pick one change to test next month.
Intermediate 6 steps Support team leadership For team leads and support managers
Run a team on a fair scorecard, spot who needs coaching early and keep good people.
Score your team with the health check, then hold one 1:1 this week using the forecast verdict and two review phrases as the agenda.
Foundation 5 steps Customer experience For cX managers and anyone who owns satisfaction surveys
Choose the right survey, read the score in context and map where the experience breaks.
Map one journey (for example onboarding) with the template and mark the three steps with the most complaints in your tickets.
Intermediate 7 steps Customer success For cSMs and customer success leads in B2B
From the sales handoff to the QBR: the moments that decide renewal.
Pick one account renewing within six months. Fill in the success plan with the customer's own goal and book the QBR.
Intermediate 7 steps KPI management For managers who report support and CS numbers upward
Calculate the numbers finance asks about and put them on one dashboard.
Build a one-page monthly report with five KPIs, each with last month, this month and one line on why it moved.
Intermediate 6 steps Quality assurance For qA specialists and team leads
Score conversations consistently, coach from the results and cut avoidable escalations.
Score ten conversations each with a colleague using your scorecard. Where your scores differ by more than 10 points, rewrite the criterion.
Advanced 7 steps Workforce management For wFM analysts and managers who plan schedules
Turn a volume forecast into a staffed schedule that holds the SLA.
Enter next month's forecast into the simulator, then check which head-count scenario keeps occupancy under 85% at the busiest hour.
Advanced 6 steps Support operations For heads of support and support operations managers
Lower the volume that reaches agents, clear backlogs and budget the team.
List your top ten contact reasons from last month and mark which could be answered by a help article, a product fix or a process change.
