Essentials of Call Center Coaching

Supervisory Strategies for Guiding Performance Improvement

By Penny Reynolds

Essentials of Call Center Coaching

Cost: $19.95 plus shipping and handling

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Are you looking for resources for your supervisors to help guide them through coaching? Check out the QATC book, Essentials of Call Center Coaching!

This book is designed to help call center supervisors and quality specialists interact with frontline staff in the most effective way in order to improve workforce performance.

Topics include:

  • Introduction to Call Center Coaching
  • Steps of Performance Management
  • Defining Desired Performance
  • Basics of Quality Monitoring
  • Diagnosing Performance Problems
  • Recognizing Good Performance
  • Fundamentals of Coaching
  • Common Coaching Mistakes