eBook: Gap Analysis for Individual Training in the Call Center

A call center is a dynamic organization - always growing, always improving - for the benefit of the brand. The people who take on this important work should be trained - and recognized - to further the organization. Gap analysis employed by managers is the best route for call center agents to improve their own performance and, ultimately, grow the business.

In this new eBook, you will learn:

How to Use Scorecard Quality Data to Drive Improvements in Agent Performance and Customer Experience.

How to Analyze Data to Identify Gaps in Agent Training.

How to Match Gaps in Agent Training with Learning Opportunities.