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Calabrio Presents: Improving Customer Experiences through Performance Management

PCI Pal holds an annual virtual event, Payments: The Future of Security & CX where select partners across the globe present on current industry topics and provide insights into transformative technologies and best practices for contact centers of all sizes. In this breakout session, Calabrio takes a well-studied look into the relationship between customer experience and performance management in their breakout session titled “Improving Customer Experiences Through Performance Management” from Payments: The Future of Security & CX. Watch along as Jennifer Docken, Product Marketing Manager at Calabrio, guides us through the session below.

Improving Customer Experiences through Performance Management

As we enter into a new era for the contact center, organizations need to look at how to tie business objectives to customer experiences in a cost-effective way. Customer expectations continue to rise and flexible working becomes more accepted contact center leaders must reassess their Quality Assurance (QA) processes.

They can start by looking at performance management solutions designed to improve staff skill base and measure performance across the team.

Learn how you can develop a performance management program to:

  • Drive company objectives through your QA processes
  • Identify unknown agent struggles and how to combat them
  • Determine the effectiveness of your coaches

Watch the Breakout Session


The PCI Pal and Calabrio Partnership

With a joint passion for helping contact centers reach their greatest potential, PCI Pal and Calabrio partner to deliver payment solutions that enhance both the customer and agent experience. We have several joint resources to help you through your journey:

  • Read more about the partnership
  • Join the “Working Smarter” conversation with this joint podcast
  • Check out our latest joint blog on Simplifying Compliance in the Contact Center

Want to know more and see how your organization can deliver the best for both your agents and customers? Get in touch with us today to continue your contact center payments journey.