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Joe Galvin, President of J Galvin & Associates and former Senior Vice President of Customer Care for Dish Network, reviews how a large operation used improved coaching and development practices to drive increased customer satisfaction. Hear first hand how implementing a performance management initiative helped transform the contact center's culture by providing improved training and coaching tools, impacting customer satisfaction, employee attrition, and first call resolution rates.
Steven Pal, Sr. Business Consultant, at Merced Systems, delivers the results of the Merced Systems 2007 Coaching Best Practices Study and how more than 250 leading organizations are addressing and supporting coaching in their contact center operations.
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