Presented By: Ralph Barletta, President, Knoahsoft Inc. and Beverly McIntosh, McIntosh and Associates
On Demand: Live Date: May 2008
In this third of a three part series on Agent Performance Management, industry experts Beverly McIntosh and Ralph Barletta will discuss the coaching challenges that confront supervisors and agents as they work together to meet increasingly complex contact center objectives. This session will examine approaches that tie together analytics for determining who and what to coach with methods for delivering coaching in a consistent, compelling and effective fashion to a diverse agent population.
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