Using voice recordings to coach call centre staff
Voice recordings can provide a great way of helping to train call centre staff.
We asked our experts about how to do it. (more…)
Using voice recordings to coach call centre staff
Carl Nancollas provides insight into why voice recording can make training more effective and improve performance of agents.
How much money does your company spend on training each year? £2,000 per agent? More? Less?
(more…)
How to make coaching work for you
We’ve all heard about those coaches who shout the odds while dictating to call centre agents exactly how they should behave on the phone. And we all know how ineffective they are. Here, Jonathan Wilson offers up ten recommendations to help you do just that. (more…)
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