SOCAP International



Customer Care Agent Performance Management & Career Progression

Wednesday, August 8th, 9:00 am at Safety Call

Please join us for our next Minnesota Chapter meeting where we will focus on agent performance and career progression. Come prepared to hear a panel of customer care leaders from area companies and share your experiences!

Performance Management
The team is hired, trained and happy in their environment. Now, it’s time now to see how they measure up and coach for performance. A great quote we recently heard: “You have to inspect what you expect, because people respect what you inspect.” We will cover coaching methods, scorecards and how to make the time to accomplish our goals.

Career Progression
Coaching for performance can be a natural segue way into discussing the future aspiration of the agent. What is the typical career path within a contact center? What skills are necessary to move from agent to manager, or how do we set them up to succeed elsewhere in the company?

Panel presenters include:
Carolyn Kidder, Sr. Franchise Relationship Manager, International Dairy Queen; Kelly Sioris, Director Operations, Safety Call.

Stephanie Eslinger , Business Development Executive, Sykes.

Save the Date

Next meeting will be September 27th at Better Business Bureau, Burnsville