Nothing is more important in the call center industry than setting goals and expectations for your call center agents.   In this video I walk you through the importance of goals as well as I share the SMART Goals system of call center achievement.

IMPORTANT:  You can download this PDF report titled Setting Goals and Expectations Here.  In addition, if you want to find an easy way to quickly set these goals for your call center agents then take a look at SMART Goals Software Wizard.

Share on Facebook

Some of you asked for this call center mind map from the last video.  Here it is:

Share on Facebook

Effective frontline leadership skills will make all the difference for your call center.   If you remember in video one I walked through the 3 components that have an impact in call center;

1. People
2. Processes
3. Technology

Our focus of course is in reference to One and Two as they relate to performance.  All call centers can and often are plagued by issues that are common (I list them in call center performance v1.)  In this video I strt walking through the solutions or the characteristics of successful call center, best practices if you will.

Make sure you leave me a comment with what you think!  I need your feedback.

Also, I decide to put together a quick Special to those that are readers and viewers of my call center performance management tips.  You can find details about the call center special here!

Share on Facebook

This is the first video in a series covering Call Center Performance.  Watch along as we do a deep dive into solutions to improve performance way past your current levels.  I refer to a mind-map that helps diagram the troubles and the solutions to improve call center agent performance.

After the video, please leave a comment and let me know if I am right on, if I missed anything and what additional information would be helpful.

Share on Facebook