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difficult agent
fellspointer,
How was her performance during the training period. As in, did you have regular assesments and test and did she perform well.
You can have a one-to-one with her. Ask her now, to identify areas she needs help and coach her. Monitor her daily and give feedback. Spend as much time as possible.
Do it for a week. Tell her that this week she will be on review and you expect results, set the benchmark and expectations in advance and communicate that to her.
Remember, as much as we believe in training people, at the same time we do not want to carry along excess baggage.
At the end of the day we are running a business and are answerable to the client and end-customer.
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