Essentials of Call Center Coaching Supervisory Strategies for Guiding Performance Improvement

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