Let agents pick the calls that they would like coaching on

Set up a scheme where agents are able to listen to all of their calls.

Agents should be able to flag calls where they think that they have a training need.  These calls can be emailed on to the team leader or to a coach.

These calls can then be excluded from the scoring system, but you will need to set a maximum limit on the number of calls that can be excluded.

Published On: 19th Feb 2014 - Last modified: 11th Jul 2017
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