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Performance management of agents is an essential process for any organization that aims to be a market leader. In a contact center environment, performance management has two principal functions :
This function requires the preparation of evaluation matrices adapted to the organization`s objectives. The evaluation forms must be easy to construct and use.
Call evaluations allow you to :
Coaching helps supervisors to work with agents and help them to increase their performance.
Coaching allows to :
By managing performance in your organization, you will be able to improve the following areas to :
Our Performance Management solution is called NovoCoach