AT&T Technology Licensing

Technology Licensing

Learn about our technology licensing process and find out how you can best work with us.

Call Center Performance Management

Description:

Key offerings include call center management and process tools.

Certain Terms and Conditions Apply to Licensing all Technologies

	Tools

	Management and Process Tool
	A two-tiered performance management model combining both behavioral and mechanical components. The management component focuses on leadership, developing employees, communicating effectively, and constantly striving to improve performance. Whereas, the process component focuses on understanding processes, rigorously measuring and monitoring performance, process consistency and reacting to performance trends as they happen, not after they happen.

	Call Center Management Training Program
	A dynamic learning development program specifically designed to drive improvement in call center results. The program assists in the determination of key performance metrics and provides direction on how to review and prioritize each of the metrics. Additionally, it provides coaching directions and tactics that develop the leadership and execution skills of managers to allow them to drive improvement in call center agent performance as measured by the identified metrics.