This second installment of our webinar series, focusing on performance metrics and quality performance, is all about developing and growing your contact centre agents.
Knowing who and what to focus on and defining growth opportunities for them is crucial to strengthening your valuable work force’s talents. Happier teammates means greater engagement and retention. And as brand ambassadors on the front line, the experience your agents give to your customers can drive customer satisfaction.
From this discussion, we will cover the following:
• Key metrics to include when building impactful evaluation forms
• Tips and advice for building a quality training library
• Calibrations- what are they and how often you should be doing them
• What a defined coaching process looks like and what value it brings.
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.