Improving agent performance is always at the top of mind for contact center leaders. Striking a balance of performance and engagement is the holy grail when managing a contact center. Join Jeremy McKechnie from AAA Northeast as he shares insights on enhancing both member and employee experiences. Discover how his team uses Calabrio to actively involve employees in their own performance improvement journey. Learn about their innovative program that empowers employees to participate in their coaching and utilizes Calabrio’s Quality Management (QM) platform.