Shooting for the Stars? Big Goals Can Lead to Big Failures – Unless They’re SMART.
June 20, 2016
Category: Sales Optimization
16 blogs 
January 30, 2015
Often times the typical question with regard to performance improvement is, “What are my top agents doing my bottom performing agents or mediocre performing agents are not doing?” Many Key Performance Indicators like quality scores, average handle time, average talk time, CSAT surveys along with other call center metrics take lead in determining the answer to that question. However, do you really KNOW what is being said in the calls and where in the calls determine top performers versus lower performers?