Receive "nuts and bolts," practical information regarding contact center competencies. Discover how competencies fit into the infrastructure of the contact center. Understand how to define competencies, and make them relevant to front line agents.

Competencies are predictors of success. The first step to building a competency-based contact center is to identify what is required to be successful at each job. After that, it is a matter of breaking the competencies down into their smaller pieces-the knowledge, skills and attributes for which you must either hire or train.

You should integrate competencies into your job descriptions, hiring process, performance assessments, measures, performance appraisals, coaching, disciplinary process, and reward and recognition programs. The article contains examples of how to go about it, and tools-an assessment grid and a sample portion of call monitoring form-to help make it easier.