Creating a Culture of Self Evaluation and Improvement to Deliver Better Customer and Business Outcomes in the Call Centre

This Paper looks at how a combination of the insight provided by Interaction Analytics and smart coaching (i.e. coaching that is informed by accurate agent performance data) can feed the psychology of competence and create a culture of self-evaluation and improvement to enhance agent, call centre and business performance.

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UK Retail: Contact Centre Vertical Markets Report
UK Retail: Contact Centre Vertical Markets Report

This market analysis looks at the structure, growth, technology, HR, and commercial issues found in contact...

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