Coaching high performance into contact centre representatives

To improve customer and loyalty through building the expertise of its 3,500 agents, the Hartford Financial Services Group Inc., a US Investment & Insurance company, developed a team leader decision support system called Data-Driven High-Performance Coaching (DDHPC). The system captured total voice and screen information, evaluated and analysed customer experiences, and incorporated a feedback system.…

BPIR Categories

9.4.7 Develop team competencies
9.5.1 Develop performance management approach
10.2.2 Acquire & collect information/knowledge