This year, the most successful companies will thrive during a recession if they keep their customers happy. This means, identifying opportunities to eliminate friction in the customer journey and de-escalating problems before they impact revenue is critical. How can you make this possible? Moving QA data from spreadsheets into ready-to-use dashboards for agent performance and agent development.
This on-demand webinar features an introspective discussion with Michael Whittaker, Customer Care Training & Quality Manager at leading British Food Kit Retailer, Gousto. Michael will share how his blended team of in-house and BPO agents achieve success through reporting and coaching systems that quickly spot performance trends/opportunities & uncover threats to customer satisfaction.
Learn first hand how implementing efficient and effective ways to understand Agent Performance allows you to create a coaching culture that: gets insights, drills into the weeds, and gives agents the tools they need to drive customer satisfaction.