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Posts Tagged ‘Strategy’

Practitioner Interview: Gail Stout Perry

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gail stout perryIn 2018, the Performance Magazine editorial team interviewed Gail Stout Perry, Chief Strategy Officer & VP – Sales at Corporater, USA. Her thoughts and views on Performance Management are presented in detail below.

I’ve noted that the best leaders are intellectually curious and continuously seek to learn, they are results-driven, they surround themselves with strong and talented people and trust them to make decisions.

Measuring training performance through customer service satisfaction

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Providing a training program in a service center means gaining and using skills and knowledge that lead to high performance, which entails having a high Customer Service Satisfaction in a fast, efficient way at low costs.

If the training is not perceived like that from the agent’s part and the management team, then the training is just a waste of time and resources, and can lead to losing valuable customers. What it should be understood is that the training is not done for “the sake of training”, but to have an impact on the service level and customer satisfaction.

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