Real-Time Coaching Builds World-Class Contact Centers

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Source: DMG Consulting

Date: January 2008

Type: White Paper

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Overview: Coaching contact center agents yields impressive results - it enhances the customer experience and empowers supervisors and agents. It is the training method preferred by agents and yields timely and quantifiable benefits. Real-time coaching has the added advantage of driving immediate improvements in agent performance and productivity while enhancing call quality and customer satisfaction. Agents want to do a great job; coaching empowers them to perform. This paper presents the capabilities and benefits of real-time coaching.

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