Whitepaper: Improving Home-based Agent Performance through Quality and Coaching Collaboration

The need for a tightly coordinated effort between quality and coaching teams has never been more in demand as more organizations are transitioning their employees to work from home.

To meet the unique demands of work-from-home agents, a five-step quality and coaching collaboration model provides a systematic approach to drive sustained agent performance improvements.

This whitepaper outlines a five-step process to facilitate a partnership between the coaching and quality teams and enable results-oriented coaching.


White Paper written by: NICE