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Why Aren't They Coaching in the Call Center?Date: 12/7/2005 4:56:00 PMThis paper discusses the primary inhibitors to successful call center coaching as discovered by Knowlagent during Coachpalooza '05, a series of Supervisor Focus Groups held with seven large call centers. This paper also provides both a set of recommended best practices and a suggested model -- The Value-Driven Coaching Model -- to address these "inhibitors." |
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