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Real-Time Coaching Builds World-Class Contact Centers (Whitepaper)

Real-Time Coaching Builds World-Class Contact Centers

5/30/2006
By Donna Fluss

 

Coaching contact center agents yields impressive results – it enhances the customer experience and empowers supervisors and agents. It is the training method preferred by agents and yields timely and quantifiable benefits. Real-time coaching has the added advantage of driving immediate improvements in agent performance and productivity while enhancing call quality and customer satisfaction. Agents want to do a great job; coaching empowers them to perform. This white paper presents the capabilities and benefits of real-time coaching. It describes preferred coaching methods and gives your company the best practices for optimizing the performance of your contact center.

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