Improving Home-based Agent Performance through Quality and Coaching Collaboration

NICE

With the COVID-19 pandemic comes a monumental transition for contact center agents who are adapting to a work-from-home environment. The need for a tightly coordinated effort between contact center quality and coaching teams has never been more in demand.

A five-step quality and coaching collaboration model can meet the needs of both work-from home agents and customers by providing a systematic approach to driving sustained agent performance improvements. Download our white paper to learn how to:

• Facilitate a partnership between coaching and quality teams and enable results-oriented coaching.
• Transform the coaching program with relevant and timely information that supports business objectives.
• Empower agents to be successful and seek improvement, regardless of where they are located.