When a 90-Day Coaching Sprint Changed Everything — A Real Case Study in Rapid Performance Recovery
A Story to Start In early 2025, a national broadband provider faced a critical operations challenge: QA scores were inconsistent AHT was rising Escalations reached their highest point in two years New hires took 8–10 weeks to ramp CSAT dropped by 0.6 points Their internal coaching was irregular and reactive — agents received feedback only […]