Ali Joseph is the Founder of Savvy Service Pro and has over 15 years of contact center experience.

On this episode she dives deep into operations and her specific Perform Framework that helps leaders set KPIs and improve agent performance.

Step 1: Prioritize Metrics

Identify which metrics you should measure that will drive growth/impact the company.

Just because you've always been measuring CSAT scores doesn't mean you should keep doing it :)

Step 2: Focus on Development

Sponsorship versus mentorship mentality.

Leaders need to build different types of structures to help agents progress in their careers.

But most importantly... do NOT weaponize metrics with your agents.

Everything will go downhill from there.