Sheila McGee-Smith Mini Webinar Series

Episode 02—Evaluating and Coaching

Before 2020, agents and supervisors were co-located, making reviews and coaching easy and accessible. Join Sheila McGee Smith as she speaks about how omnichannel quality monitoring can help agents to deliver the modern, effective, empathetic interactions customers expect.

  • Utilize enterprise communication systems like video or team messaging to share evaluations and feedback in real-time.

  • Collect, analyze, and share insights across voice, text, social media to highlight opportunities with agents.

  • Build omnichannel agents for a seamless customer journey across multiple channels.

Presenters

Sheila McGee-Smith
President & Principal Analyst
McGee-Smith Analytics

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