Companies everywhere are cutting back staffing in their contact centers, due to the recession, which means contact center leaders are being tasked to “do more with less.” At the same time, these leaders are accountable for developing and improving the performance of their frontline agents.

While significant time and effort are invested in agents and other frontline staff, it’s important to not forget about the management-level roles tasked with coaching and responsible for improving agent performance.

In the upcoming webinar, “Transform Your Contact Center by Deploying the Right Coaching Strategy and Tools,” to be held at 9 a.m. PST (12 noon EST), Thursday, Feb. 4, you will get the answers you need to improve your organization’s customer service.

Ulysses Learning has partnered with Merced Systems (News - Alert) to develop an end-to-end solution to empower mid-level managers and coaches with performance process tools. These tools will enable managers to meet their overall performance goals amidst continued belt tightening. 

Key takeaways will include:

1. Hear about coaching trends for 2010

2. Learn about the impact of a prescriptive coaching process

3. Find out how to leverage technology to instill accountability and performance change

 

To register for this informative webinar, click here.