7 Strategies to Upgrade Call-Center Performance, Part 2 of 2

* Create a plan, setting goals and time lines for each rep.

* Capture and embed expertise from models into multidimensional knowledge bases and work flows. Also, embed regulatory compliance in interactions and service fulfillment into these tools.

* Group the “makeover” reps into control and test subgroups, deploying the aforementioned tools to the test groups. Then, measure the performance of the two subgroups, and make decisions based on your results.