Monthly Archives: December 2008

Coaching on the work floor of the call centre

Coaching serves several goals: monitoring the quality, guiding and motivating agents and maintaining contact with the market. This task is often overlooked because of hectics. A structured approach is the solution; a matter of time, attention, planning and organization. Text: Erik Bouwer Inside the call centre, quality and quantity are often at odds with each … Continue reading Coaching on the work floor of the call centre »