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. The system recorded the sound and visual cues of how agents served their customers and tagged t...
BPIR Categories9.4.7 Develop team competencies
9.5.1 Develop performance management approach
10.2.2 Acquire & collect information/knowledge