Best Practices to Maximize the Potential of Your Contact Center Agents
Creating an environment where agents can thrive and do their best work doesn’t happen overnight. Happy and productive agents, satisfied customers, and lower attrition are worth it.
An efficient, productive contact center that delivers outstanding customer experiences needs agents who perform at their best. And you’re a big piece of the puzzle — making the most of your agents’ skills and strengths means keeping a close eye on performance and development.
Focusing on these two areas is key to agent engagement and retention. At a time when agents are less engaged than ever, targeting performance and development can make a real difference in your contact center outcomes. This ebook shows you how to do it.
This ebook provides insight into:
- Setting clear expectations and goals for your agents
- How to deliver the right feedback the right way
- How to coach for growth, not correction
- and much more!