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Articles - Coaching
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How to Develop Coaches and Mentors in a Contact Centre
First Aid for Coaching Call Centre Advisors
Being Super-Busy: The Modern Excuse for Not Coaching Staff
The Quality Problem: Good Advisors Stay Good – Average Advisors Stay Average
What Role Does Coaching Play in Contact Centre Training?
SMART Training – Changing the Perception of Contact Centre Coaching
30 Tips to Improve Your Call Quality Monitoring
50 Call Centre Training Tips
Making Mentoring Work in the Contact Centre
Anatomy of a Good Call – Best practice… The Call
10 Tips for Preparing Agents for Team Leadership
10 Top Tips to Improve Your Quality Scores
36 Tips for Improving Performance and Quality
58 Ways to Change Your Contact Centre
21 Ways to Boost Customer Satisfaction
Are You a Manager or a Leader?
60 Tips for Terrific Performance
How to Coach Agents for Attitude
20 Tips for Creating Super Agents
How to Succeed With Outbound Calling – Part 2
25 Things Successful Contact Centres Do
35 Tips for Successful Performance Management
How to Get Better Quality Performance from Feedback, Training and Coaching
Training Cheat Sheet – Coaching
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Editor's Pick
F*** This! How to Make Sure Your Chatbots Don’t Swear at Customers
The Essential Guide to WFM – Key Features to Look For
21 Amazing Habits to Foster in Your Frontline Agents
How to Develop Empathy as a Skill in Your Frontline Teams
Latest Resources
eBook: How to Foster Innovation in a Hybrid Contact Centre
The Forrester Wave: Real-Time Revenue Execution Platforms, Q2 2024
Upcoming Events
Elevate 24 – Manchester
Thu 16 May 2024
6th World Chatbots and Voice Summit
Thu 16 May 2024
Latest Insights
The Role of AI Science in a World of Democratized AI
Can You Trust Generative AI in Your Contact Centre?
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