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Podcast: The KPI Podcast
Episode: Agent Performance with Jordan Fleming
Description: Jordan Fleming, CEO of smrtPhone, joined us on the Contact Center KPI podcast for a phenomenal episode on agent performance and his steps to coaching & training.Here is what you're going to learn in this episode:Â 1) Three steps to agent coaching & training: I do you listen, you do I coach, you do I listen.2) The above steps won't work because you expect it to happen quickly. You need to implement the steps properly and realize you're teaching a process - it's not a "trick".3) If you have the agent just "listen", then you're missing the p...