No Excuses: Prioritize Real-Time Monitoring & Coaching

This on-demand webinar features guest speaker, Melissa Kovacevic, a Customer Experience and Coaching Consultant for over 30 years, who explains how to leverage real-time coaching and monitoring to improve agent engagement as well as the customer experience.

May 6, 2014

The responsibility for engaging and motivating agents typically falls on the shoulders of contact center supervisors. But if they spend 40 percent of their time in meetings and only 10 percent coaching, how can they proactively coach agents to ensure that they’re motivated and engaged? And, is your center fully optimized to give agents the time they need to spend with coaches?

To distinguish your center as a best-in-breed contact center, monitoring agents and delivering valuable feedback in real-time is essential.

This on-demand webinar features guest speaker, Melissa Kovacevic, a Customer Experience and Coaching Consultant for over 30 years, who explains how to leverage real-time coaching and monitoring to improve agent engagement as well as the customer experience. In this webinar, attendees will learn how to:

  • Strip away excuses and make coaching a priority
  • Overcome agents’ fear of being monitored and coached
  • Utilize a real-time approach to effectively reinforce positive behavior
  • Engage and be engaged while coaching real-time
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