Coaching

Welcome to the Coaching subject, the available knowlege bank articles are displayed below.

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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

Requirements for Call Monitoring

Accuracy Script/process adherence Associate follows written material as explained in training, as well as Methods and Procedures (Te… View

Work Activity Modes (WAMs) - Advisor Tracking

Performance tracking tools are essential in any business to ensure compliance and delivery.  With the implementation of any advisor adherence … View

Work Activity Modes (WAMs) - Team Coaching & Analysis

The following is your team report for last week for George & Pat, advisors with 2 years experience. View

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