Quality, Coaching, and Incentives ? Benchmark Results for the Contact Center

Laramie, WY – Snowfly is proud to welcome guest presenter, Kathryn “Kay” Jackson, PhD., President and co-founder of Response Design and consultant to the contact center industry for over 20 years.  The free, one hour webinar is designed for the Operations, Training, Quality, and HR departments of contact centers and provides actionable information.  It will be held Tuesday, September 22nd at 2PM Eastern.  Registration is at http://snowflyincentives.blogspot.com/ or www.Snowfly.com.

Based on her vast experience, expertise, and the results of a recent survey, Kay will provide valuable insight on how customer contact professionals utilize quality, coaching, and incentives to enhance the performance of their contact centers.   

Webinar attendees will learn:

   1. How other organizations measure and report quality
   2. What agent KPIs they have in place
   3. What customer channels they monitor for quality
   4. The number of calls and emails they monitor
   5. Who provides feedback and coaching to agents, how often and how much time they invest
   6. The return on investment (ROI) story for quality monitoring, training, and incentives
   7. Types of and how to budgeting for incentives
   8. What the best contact center investments are
   9. How to decrease costs while improving performance

Cost to attend is free, but space is limited to 200 registrants.

About Snowfly:
Snowfly is the leading provider of Internet based employee incentive and loyalty programs.  Snowfly’s internet-based incentives system allows contact centers to harness the enormous motivational power of immediate positive reinforcement to focus employee behavior on company objectives.  Customers include multiple Blue Cross/Blue Shield providers, Avis/Budget, Hyatt Hotels, financial institutions, utility companies, insurance companies, cable/satellite providers, various BPO companies (business process outsourcers), and collection agencies.  Snowfly’s web site: www.Snowfly.com

For more information or to schedule an interview with Dr. Brooks Mitchell (founder and CEO of Snowfly), contact Robert Cowen at 248-324-1161 or email rcowen@snowfly.com.