webinar on demand
Creating the Engaged Agent: Performance Metrics and Quality Management for Improved CX
Watch the first installment of our new webinar series focusing on Performance Metrics and Quality Management.
We will focus on Creating the Engaged Agent and will discuss how smart use of data can improve your customer experience (CX).
Taking care of your agents is good business. In order to deliver the best CX, we have to understand how agents are feeling today – especially when employee retention and recruitment are down. We can do this by looking at the data you are collecting and ensuring that it is being used in the smartest way.
Learn how you can move your contact centre forward by
- Creating a meaningful Quality Management program to track your contact centre
- Establishing and measuring progress against the key metrics you have, relative to employee performance, engagement, and productivity
- Analysing agent interactions for potential skill and behavior gaps that affect Cx
Jennifer Docken, QM Product Marketing Manager, Calabrio
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.