Agent self-evaluations are reflective exercises that allow call center agents to assess their own performance based on pre-defined criteria. By reviewing their own call handling techniques, communication skills, and problem-solving approaches, agents can identify strengths and areas for improvement. Self-evaluations encourage personal accountability and can be used alongside coaching sessions to set development goals and enhance job performance.
The process of organizing, storing, and sharing company knowledge and resources to ensure agents have the information needed to assist customers efficiently and accurately.
KPI (Key Performance Indicator) is a measurable value that indicates how effectively a business or individual is achieving key objectives, often used to track performance and guide decision-making.
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