Coaching Contact Center Agents
Contact Center Agents
This is a book focused on one of the most important and least understood jobs in a contact center, namely, coaching the front-line agent. In preparing the materials for the book, the author’s interview successful coaches and spent time watching them using call evaluation reports to determine agent call handling improvements. The book is full of tips and ideas gleaned from site visits to contact centers. In addition, the authors include verbatim suggestions from contact center coaches detailing their advice on what works and what doesn't work in dealing with agent improvement initiatives.
BenchmarkPortal is the source for Customer Relationship Management (CRM) best practices information for call centers.
We are continually growing our database; already the world's largest, for call center metrics. We are extending both its national and international reach.
We provide our data to call center managers via a series of unique and actionable reports. With these reports managers can: a) compare their performance against an appropriate peer group of call centers; and b) make optimal, fact-based decisions regarding capital investment, personnel, procedures, etc.
Through our reports, as well as our leading edge research, we aim to contribute to the continual improvement processes of individual customer call centers, and ultimately to improve the performance
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