Performance Management for a Hybrid, Human-Driven Workforce - Calabrio

Performance Management for a Hybrid, Human-Driven Workforce

As customer expectations continue to rise and flexible working becomes more accepted, contact centre leaders must reassess their Quality Assurance (QA) processes. They can start by looking at performance management solutions designed to improve staff engagement and measure performance across the team.

The best performance management solutions offer a simple, holistic, and intelligent approach to tracking performance, fueled by analytics. Business can be savvy in analysing voice of the customer while ensuring those who hear and respond to those voices are supported.

Join us for part one of our Performance Management series, discussing factors that promote success in this new hybrid world of contact centre management.

Learn how you can:

  • Develop meaningful KPIs that align closely with business objectives.
  • Make the most of intuitive and personalized dashboards.
  • Let the data drive instruction and use embedded analytics to power predictive evaluations.

Taking care of your agents is smart business. Join Calabrio’s Magnus Geverts for guidance on building a more modern performance management system.

About the Webinar

Jennifer Docken, QM Product Marketing Manager

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 innovation 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.

Magnus Geverts, Vice President of Product Marketing

Magnus Geverts is the Vice President of Product Marketing at Calabrio. He has over two decades of experience in the workforce engagement management and customer service space, working in a mix of roles and departments across the world: from R&D to consultancy to his role as Chief Business Development Officer at Teleopti. Today, he oversees Calabrio’s product innovation and go-to-market efforts, working closely with product line management in shaping the roadmap and strategies for the full Calabrio suite and with the product marketing team to offer software that enables users, engages frontline employees and elevates the end-customer experience.


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