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 great 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.
Join us with Dave Kohari on Wednesday, July 23rd at 12:00 CT / 1:00 ET for a 30-minute interactive webinar session where he’ll help show you the benefits of how an effective PM program focuses on agent behavior and how to maximize the value from your coaching investment. Click here to register.
Can’t attend the live webinar? Register anyway for an on-demand recording of the webinar. Remember, you can always access our webinars online in our video archive to learn more.
¿Se habla español? Registro aquí a nuestro webinar en español para discutir la gestión de rendimiento. El webinar será 7 de Agosto a las 11 CTD (Ciudad de México).