Recorded Webinar: Latest Trends in Performance Management and Quality

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Performance Management has transformed in recent years.

In this webinar, we looked at the latest trends in Performance Management and Quality.

Agenda

Topics to be discussed

Performance management
Driving up quality scores
Scoring email and webchats
Customer satisfaction surveys
Outbound quality
Spotting potential opportunities to improve productivity
Top tips from the audience
Winning tip: ” Make sure your whole approach to performance management is aligned to a wider customer experience strategy and employee engagement programme. Employees can then see the bigger picture and are more likely to buy in. The approach of “happy employees”, “happy customers” is really true and when employees can see how they are contributing to the bigger picture I have found that the barriers to giving and receiving feedback are overcome far more easily”. Congratulations to Stuart1

Original Webinar date: May 2015