PowerPoint Presentation

S.M.A.R.T. Methodology

Establishing goals and objectives that are attainable helps focus and motivation.

Attainable

Considerations:

Questions to Validate:

Goals must be acceptable and feasible to accomplish with the available resources. Weigh the amount of effort required.

Has anyone else done this successfully?

Is this goal realistic? Is the bar too high? Too easy to attain? Can the agents achieve this with existing resources?

Goals must be aligned with contact center’s performance objectives.

Are all limitations and constraints considered?

Things that are outside of the agent’s control and personal limitations must be taken into considerations (for example: agent works part-time, English is her second language).

Examples:

Utilize proper tone and probing questions to reduce novice scores below 15% until your next normal coaching session.

Reduce novice scores to 0% in the next 2 days.