• Assertiveness & Self-Confidence
• Performance management
• Communication Strategies

Agents 4 and 5 have been the ones with the lowest performance for 3rd week in a row. His Repeated Adjusted Positive Response Rate (RAP) on the phone channel is less than 50% and our goal is 85%. You notice that the agents are not doing enough research in the Knowledge Center (KC) and are constantly distracted. Agent 5 also displayed a lack of ACT principles, especially with the "Answer the question" principle during contacts.

Agent 3 did not receive any positive or negative response from our customers based on Offering Rate and Agent 3 is concerned and wondering if is not sending the surveys correctly. How would you deal with such situations?

Agent	RAP	Positive Responses	Negative Responses
Agent 1	87.32%	96	8
Agent 2	90%	89	3
Agent 3	0%	0	0
Agent 4	45.5%	155	23
Agent 5	38.1%	135	21
Agent 6	85%	145	6
Agent 7	79%	80	6
Agent 8	100%	20	0