7. Performance Management and Career Development

This lesson focuses on performance management and career development in the call centre industry. The lesson covers setting performance goals and tracking progress, understanding the role of feedback and coaching in performance improvement, and an overview of the call centre’s career development opportunities. The lesson also discusses techniques for managing stress and maintaining work-life balance to support the career development of call centre agents. Overall, lesson 7 provides a comprehensive framework for managing performance and career development in the call centre industry.