Call Center Performance Management Learning Guide

Performance management skills are essential, yet they aren't easy to master. As a call center manager, you are tested on all aspects of monitoring agents in the call center, including call center planning, developing agent skills, rating agents based on metrics and rewarding agents based on performance. In this guide to performance management, you'll find articles, white papers, advice and resources to help you through each of these steps, resulting in effective call center management.

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