As a Customer Support Director, your team's success is crucial to the success of your company. In order to ensure that your team is functioning at its best, it's important to hold regular one-on-one meetings with your agents and keep track of their productivity. Here are five reasons why one-on-ones need to happen weekly:

1. Goal Setting: During one-on-one meetings, you can work with your agents to set goals and track progress. This helps ensure that everyone is aligned with the same objectives and working towards the same outcomes. By tracking progress, you can ensure that everyone is on the right track and make adjustments as needed.

2. Accountability: By keeping track of productivity metrics and holding agents accountable, you can ensure that everyone is pulling their weight. This helps to create a sense of responsibility and ownership over the work, leading to better outcomes and higher levels of engagement.

3. Feedback: Regular feedback is critical to improving performance. During one-on-one meetings, you can provide feedback on what's working well and what needs improvement. This helps to ensure that everyone is aware of areas they need to work on and provides an opportunity for coaching and development.

4. Support: One-on-one meetings provide a space for agents to raise any issues or challenges they are facing. As a director, you can provide support and resources to help them overcome these obstacles. This helps to build a culture of support and ensures that everyone feels valued and supported.

5. Recognition: Finally, regular check-ins provide an opportunity to recognize and celebrate achievements. By acknowledging the hard work and accomplishments of your agents, you can help build morale and motivation, leading to a more positive and productive team.

Depending on your workload, weekly one-on-ones may not be possible. If that's the case, do them every other week, and the week off, do a check in. Make sure your one-on-ones are over Zoom or some sort of video call. Doing just phone calls or just Slack each week will not help you build the rapport you need to lead.

Holding regular one-on-one meetings and keeping track of productivity metrics is essential for the success of any remote customer support team. By setting goals, holding agents accountable, providing feedback and support, and recognizing achievements, you can create a culture of excellence and ensure that your team is functioning at its highest possible levels.