The success of your contact center is placed in the hands of each individual agent’s performance – so what can you do to better track and improve the right behaviors that will ultimately drive towards the overall organizational goals?
By implementing a Performance Management (PM) program, you empower your agents with the right level of metric and goal transparency. In addition, supervisor and coaching efficiency are improved through better identification of those agents that need help and the specific behavioral opportunities that will drive the best results. Finally, leadership is provided better visibility into the coaching effectiveness, the correlation with KPI improvements
This webinar is part one of a three part series. To register for the second installation held on 9/3 at 1 ET, click here.