Quality Assurance Part 2: Forms and Beyond - Coaching to Excellence.

CallTalk™ Radio

English - March 16, 2011 20:00 - 33 minutes - 7.36 MB - ★★★★★ - 7 ratings
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Previous Episode: Workforce Optimization: Analytics Demystified – Customer Focus (Session 2 of 2)

Next Episode: IVR - Call Flow and Design

Bruce Belfiore talks again with Lisa Courteau about tested techniques that you can use in your Quality Assurance program to make your supervisors "agent advocates" and motivate your agents to embrace behavioral changes. Join us for a lively and illuminating discussion of practical best practices in this important area of call center management.