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Merchandise Details


Not available to ship to EU countries.  

Essentials of Call Center Coaching
Member Price$19.95
Non-Member Price$19.95
Merchandise Description

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

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