Final answer:
Support managers use recorded support calls to help workers identify areas for performance improvement and provide targeted training or coaching.
Step-by-step explanation:
Support managers often use recordings of monitored support calls to help workers identify areas where performance improvement is needed. by listening to recorded support calls, managers can assess the quality of customer service provided by the workers. They can identify any gaps in knowledge or skills, as well as areas where workers may need additional training or coaching.
For example, if a support call recording reveals that a worker struggled to answer a customer's technical question, the manager can provide targeted training to improve the worker's knowledge and confidence in handling similar situations in the future.
Overall, using recorded support calls as a learning tool allows managers to provide specific feedback and support to help workers improve their performance and deliver better customer service.