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The ASUGA webinar series brings topics to you from thought leaders around the world as well as Aspect product experts. Join us on Thursday January 10, 2019 at 2:00 PM EST to kick off our 2019 webinar series:
How to Set Goals That Drive the Right Performance
Date: Thursday, January 10, 2019
Time: 2:00 p.m. – 3:00 p.m. EST
Presenter: Jeff Toister
When a contact center agent changed a customer's name to "A**hole" in the customer's account, it was easy to blame the disgruntled employee. But a closer look revealed bad goals created an environment where this sort of behavior was the norm.
Contact center agents are held accountable for a number of goals. There are goals for service level, productivity, and even customer service. The pursuit of these metrics often drives unwanted and unexpected behavior.
This webinar sheds light on ways that goals can influence contact center agent performance. You'll learn from a blend of cutting-edge research and real-life examples, and ultimately discover how goals can drive the performance you want.
You'll learn:
- Why your contact center wallboards may be sending the wrong message.
- How customer service survey goals can lead to poor service.
- Three characteristics of agent goals that drive the right results.
Presenter:
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Jeff Toister helps customer service teams unlock their hidden potential. He's written three books, including The Service Culture Handbook: A Step-by-Step Guide to Getting Your Employees Obsessed With Customer Service. More than 140,000 people on six continents have taken one of his training programs on LinkedIn Learning (a.k.a. Lynda.com). Jeff is a member of ICMI's Top 50 Contact Center Thought Leaders on Twitter and a Global Gurus Top 30 worldwide customer service professional. Jeff is passionate about employee training and holds a Certified Professional in Learning and Performance credential from the Association for Talent Development. |