Peer Mentoring

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Peer Mentoring
What is best practice for peer to peer mentoring? Do both agents log into the phone system or does this skew the data? Currently we have both agents log in and the mentor enters a state of "Training".

Editor

Call Centre Helper

Peer to peer mentoring is good, but you have to ensure calibration
Peer to peer mentoring is good, as it encourages behaviour change.

But it is not a substitute for scoring or calibration. You have to ensure calibration is in place.

Why don't you have ...
Why don't you have two phone states, one for the mentor and one for the mentee? at least then you can differentiate between who is doing what?

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