Essentials of Coaching Book2018-08-23T13:50:52+00:00

Essentials of Call Center Coaching
Supervisory Strategies for Guiding Performance Improvement

By Penny Reynolds

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

Paperback:  48 pages
Dimensions:  5.5″ x 8.5″

Cost:  $19.95 plus shipping and handling

Click here to order.