« January 2006 | Main | March 2006 »

Feb27
Coaching and Scorecards: Less is More

We discussed previously on focusing 1-2 elements when coaching your agents.  Here are a few ideas as well.


Don’t show my scores!

It is good that we know where we are at in order to improve ourselves. We can still do this but not on each coaching session.  Agents tend to calculate too much and seeing numbers instead of focusing on their job – solving the customer’s problem.  It is the supervisor’s job to know where they are at and how to guide them to success. 


Let’s make it weekly or even every two weeks.  One important thing to remember:  Just show them few numbers and not the whole lot.  It is good to know that they’ve improved a couple of points after a week than confusing them on how many times they received a low score.

Continue Reading
Feb26
Allocation of Seats: KVM Switches
Feb25
Coaching and Scorecards
FIVE9 Establishes Centers in Philippines
Call Center Schools
Feb23
Sales Cartoon for telemarketers
Feb22
Complaints: Is it Really the Accent?
Feb19
An Agent's Companion: The Company's Intranet
Feb18
Hot Seat Role Plays
Feb17
Side Effects of Working in a Call Center
Feb16
A Further Discussion on Scripts.
Feb12
Scripts. Do they help the agent or the customer? Conclusion
Feb11
The English Campaign
Scripts. Do they help the agent or the customer? Part 2
JetBlue At-Home Call Center Jobs
Homeshoring Jobs
You Want to be an Agent. What Now?
Feb10
Call Center People in Print
Feb 9
Scripts. Do they help the agent or the customer?
Feb 6
Home-based agent cartoon
Feb 4
The Right Fit for Work at Home Agents
Small to Medium Sized Call Centers in the Pipeline
Feb 3
Quality is my Passion
Feb 1
Call center cartoons from CallCenterComics.com

« January 2006 | Main | March 2006 »

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