Performance Coaching Drives Agent Engagement - Calabrio

Performance Coaching Drives Agent Engagement

Agents are the key to positive customer experiences in your contact center. They’re also increasingly difficult to engage and retain. With rising customer demands and more communication channels, agent attrition levels are at an all-time high.

So how do you engage your agents and help them become brand guardians and adept problem solvers, capable of delivering exceptional customer service?

This white paper explores the importance of delivering personalized performance coaching to your agents. It provides standards, tips, and best practices to help you build an effective program and offers actionable advice on how to coach your coaches.

You’ll get:

  • An overview of the performance coaching process
  • A list of key KPIs to track
  • A framework for delivering feedback to agents
  • Step-by-step guidelines for training your coaches

Download the white paper to learn how you can retain skilled agents and improve your overall customer experience through personalized performance coaching.

Invest in Your Agents for Better CX

Taking care of your agents is good business. To boost citizen satisfaction, you must know how your agents feel – especially when retention and recruitment are down. Learn how to harness your existing data to uncover agent skill or behavior gaps that affect CX.

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