19 January 3pm GMT/4pm CET
As we enter a new era for the contact centre, businesses need to understand how to tie business objectives to customer experiences in a cost-effective way. Customer expectations continue to rise, and as flexible working becomes more accepted, contact centre leaders must reassess their Quality Assurance (QA) processes.
You can start this process by identifying performance management solutions designed to improve staff skills and improve employee development.
In this second part of our Performance Management webinar series, you’ll learn how you can develop a performance management program to:
- Drive company objectives through your QA processes
- Identify unknown agent struggles and how to combat them
- Determine effectiveness of your coaches
Claim your spot in the webinar by registering now.
