PowerPoint Presentation

There are several activities that leadership can enact to help drive core KPI’s Leading your team in an at home environment will create new challenges. Being intentional about implementing effective behaviors will lead to a cohesive team and, ultimately, successful results.

Schedule coaching sessions, evaluation time, and team meetings in advance.

Maintain a schedule

Ensure that CSPs can reach out during stressful customer interaction. For especially rough calls, debrief with the agent after the interaction.

CSP frustration outlets

Establish and utilize chat rooms to connect with the team. Team chat rooms also facilitate peer collaboration and best practice sharing..

Team chat rooms

Help agents break goals down to basic components to ensure understanding and success

Establish a clear path for success

Prioritize activities that will have the largest impact on the KPI’s that need the most attention.

Prioritize activities

Reward top performers to keep motivation high in the new at home environment. Call out great customer interactions to the team or have contests throughout the day

Incent great work