Improving Home-based Agent Performance through Quality and Coaching Collaboration

The Sixth Sense of CX with NICE ENLIGHTEN
The need for a tightly coordinated effort between quality and coaching teams has never been more in demand as more organizations are transitioning their employees to work from home. As customer expectations intensify and competitors are quickly responding to market needs, contact center leaders are seeking new strategies to elevate agent performance to improve KPIs like CSAT, AHT, and more during the transition. To meet the unique demands of work-from-home agents, a five-step quality and coaching collaboration model provides a systematic approach to drive sustained agent performance improvements. When this model is applied appropriately, the quality team can help to transform the coaching program with relevant and timely information that supports business objectives and empowers agents to be successful and seek improvement no matter where they are located. This whitepaper outlines a five-step process to facilitate a partnership between the coaching and quality teams and enable results-oriented coaching.

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