Why Aren't They Coaching in the Call Center?

Date: 12/7/2005 4:56:00 PM

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This paper discusses the primary inhibitors to successful call center coaching as discovered by Knowlagent during Coachpalooza '05, a series of Supervisor Focus Groups held with seven large call centers. This paper also provides both a set of recommended best practices and a suggested model -- The Value-Driven Coaching Model -- to address these "inhibitors."