Convergys, which provides outsourced customer service, has more than 65,000 employees in 67 contact centers worldwide. Its agents handled more than 295 million calls last year, so helping these employees improve their skills is vital to its business. Enter Convergys's eCoaching portal, a Web-based tool that captures agents' performance data and provides performance improvement information. Team leaders get a scorecard for each agent they supervise that shows five-week trending on various metrics. They use the summaries in coaching sessions and can select development activities from the portal that will help agents improve their skills. Team leaders report spending more time on face-to-face conversations and less on administrative tasks.