Linking Behaviorial Coaching To Metrics To Drive Performance

Posted: 04/28/2010
KEYNOTE:
Many organizations bring in technology fist and then expect the culture to adapt. Find out how Liberty Mutual took a two step journey that started with a coaching process change and then implemented an integrated application to drive improved employee engagement and operating results.

Employing servant leadership strategies to improve coaching ability
Creating joint accountability in CSR performance discussions in order to positively impact engagement levels
Automating & distributing critical performance metrics, including: Customer Satisfaction, Call Quality, Handle Time, and Schedule Adherence
Leveraging Voice Data Analytics to identify consumer trends and drive CSR behavior Discover how to link coaching and metrics to drive performance in a disciplined, collaborative manner.
David Smith
VP of the Claims Contact Center
Liberty Mutual
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