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
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