As the role of a contact centre agent becomes more demanding it is no longer acceptable to carry on with the traditional methods of recruitment, onboarding and embedding and hoping that everything turns out fine. In this session you’ll hear how Jason Fletcher, Speech and Interactions Manager, worked closely with QA, L&D and Team Leaders via CallMiner’s Coach to monitor and significantly improve the performance and retention of brand new agents. With support from CallMiner’s Nick Rowe.