From Certification to Coaching: How Etsy Empowers Agent Performance

Learn some of the top ways our Etsy experts deliver stellar experiences for millions of customers.

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What you’ll learn:

1
Empower your agents

Learn how to deliver on-brand CX across hundreds of agents.

2
Deliver stellar experiences

Discover why direct, manager-led coaching sessions are a key driver of agent performance.

3
Close the training-quality loop

Explore actionable strategies to help you build the best training-quality loop.

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About this Webinar

The Etsy CX team empowers over 500 agents with their twin programs of certifications and coaching. Susannah and Natasha will share how Etsy runs onboarding, training, and QA—and how they deliver stellar experiences for millions of customers.

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Natasha Lende

Natasha Lende
| Training and Documentation Manager at Etsy

Natasha specializes in training and knowledge management for customer service organizations. She is passionate about coaching, blended learning, an agile knowledge base, and empowering agents across the globe to provide world class support through best in class training and documentation.


Susannah Lescher

Susannah Lescher
| Quality Program Manager at Etsy