How do you assess the quality of your team?

Angela Guedes

Hi! Late night question about people management: How do you assess the quality of the work your CSMs do?

Meaning, when managing a support team, we can periodically select some tickets and see how they approached certain questions or complaints. This is not only useful to coach our teams, but also to see the really good examples and coach others that might not be performing so well.

With CSMs, where most of the work is done on calls, how do you overcome this? Do you shadow some meetings from time to time? Ask them to record the sessions to watch later?

Thanks in advance!