Coaching

Welcome to the Coaching subject.

Coaching is in the Coaching category. - View all

Knowledge Bankview more…knowledge bank rss

Call Recording

Customer contact recording is increasingly on the agenda for organisations' overall CRM (Customer Relationship Marketing/Management) strategy, … View

First Contact Resolution (FCR): Agent Perspective - Internal Resolved

First Call Resolution (FCR) can be seen from both the customer and agent perspective. With this in mind, it is usual to adopt two measures; both an… View

Ready & Positive Behaviour

What Ready does is improve 'positive seat attendance' by minimising excess levels of Not Ready and at the same time, maximising Ready to a … View

White Papersview more…white papers rss

Call Centre Working Conditions - The Sweatshop

Read this fascinating insight by following the link CC Working Conditions Has any thing changed today? Written by award winning call centre… View

Performance Improvement through Effective Quality Monitoring

Call quality monitoring to improve performance View

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Call Monitoring Form - 1

Coaching form for quality monitoring … View

Call Monitoring Form - 2

Quality monitoring form … View

Call Monitoring Form - 3

Call quality monitoring form identifying voice and tone standards … View

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