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:
Claim your spot in the webinar by watching now.
Jennifer Docken joined Calabrio’s product marketing team as the QM Product Marketing Manager in 2021. As an experienced B2B marketer she brings with her 10+ years of marketing experience across multiple industries. She is innovated minded with a strong drive to understand customer constraints and how to break down barriers. She strives to better understand the pressures put on the modern Contact Center and how to drive customer satisfaction and agent engagement.