Warning: Individualized Agent Development May Cause Increased Performance

Greg Levin, Founder and Principal of Off Center, discusses training and coaching practices shared by world-class customer care organization.

November 15, 2012

You may have enough warm bodies in your contact center, but are they prepared to deliver the level of service and support needed to keep your customers from wanting to revolt? 

In customer care, the goal is to deliver positive experiences and the best way to achieve this is via a frontline full of highly trained and continuously coached agents. 

Greg Levin, Founder and Principal of Off Center, discusses training and coaching practices shared by world-class customer care organizations. 

In this webinar you will learn how to:

  • Move beyond didactic instruction and one-way feedback
  • Implement individualized training and coaching plans
  • Motivate agents to perform at optimal levels
  • Streamline operations to dazzle customers and drive revenue

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