Monday, May 23, 2005

Becoming a world class call center agent:

Capturing the baseline metrics prior to implementation is one of the most important steps in being able to gauge the effect that a software implementation has on performance. Each install may have custom requirements and statistics that need to be identified and used in the ongoing evaluations in order to create an atmosphere of continuous improvement.

Taking this a step further, sharing the metrics with the agents and allowing them to view their stats gives them a sense of accountability and reward that comes with improvement. An E-learning module will send statistics and evaluation notes directly to the agent's desktop, giving them invaluable tips, corrections and notes they can then use to become a world class call center agent.

Popular Posts