Identify behaviors driving outcomes
Drive adherence through training
and coaching
Measure
and iterate
2
1
3
Determine which tactics and behaviors actually drive desired outcomes
Train agents on playbook and provide personalized coaching to reinforce behavior adherence
Measure effectiveness and iterate for continuous improvement
Determine which tactics and behaviors actually drive desired outcomes
2
Drive adherence through training & coaching
Train agents on playbook and provide personalized coaching to reinforce behavior adherence
3
Measure and Iterate
Measure effectiveness and iterate for continuous improvement
