Designing Agent Evaluation Strategies for Support Teams

Support teams thrive when evaluation is treated as a tool for growth rather than a metrics-driven chore. Building a modern, agent-centric evaluation strategy is key to reducing turnover and delivering exceptional customer experiences. This course guides you through the foundational principles of evaluating and refining agent behavior. You will learn how to design fair heuristic frameworks, prioritize interactions for review, and establish constructive feedback loops that empower your team. What you'll learn: Understand core agent experience (AX) principles and why traditional quality assurance metrics often fail; Design heuristic evaluation frameworks to objectively analyze agent interactions; Prioritize support interactions for review using risk-based and value-based sampling; Apply modern feedback loops that encourage agent self-evaluation and continuous learning; Integrate conversational analytics concepts to spot trends and systemic issues; Practice drafting constructive, actionable coaching plans based on written scenarios. You will start by mastering foundational definitions and the psychology of agent performance. From there, you will progress to building evaluation rubrics, analyzing sample transcripts, and setting up modern feedback systems through structured written exercises. This course is designed for support managers, quality assurance specialists, and team leads who are new to designing evaluation strategies. No prior QA experience is required. Read through our comprehensive guides and start transforming your support team's growth today.