ECCCO has been created in 2002 to encourage and assist [...]
Does this sound familiar? A training course was finished with success, a beautiful evaluation report was made and after the closing conversation it ends up at the bottom of your desk drawer. And it’s back to work as usual.
Almost every contact centre consists of employees that belong to different age groups. This has both advantages and disadvantages. For a team leader it is often difficult enough to find the right way of coaching an agent.