Archived Webinar Event: Quality, Coaching, and Incentives – Benchmark Results for the Contact Center

Title: Quality, Coaching, and Incentives – Benchmark Results for the Contact Center
Presenter: Kay Jackson, President and co-founder of Response Design
Originally Recorded: Tuesday, September 22, 2009

Based on her vast experience, expertise, and the results of a recent survey, Kay provides valuable insight on how customer contact professionals utilize quality, coaching, and incentives to enhance the performance of their contact centers.

Watch this recorded webinar and learn:

• How other organizations measure and report quality
• What agent KPIs they have in place
• What customer channels they monitor for quality
• The number of calls and emails they monitor
• Who provides feedback and coaching to agents, how often and how much time they invest
• The return on investment (ROI) story for quality monitoring, training, and incentives
• Types of and how to budgeting for incentives
• What the best contact center investments are
• How to decrease costs while improving performance

CLICK HERE TO WATCH