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Is Your Coaching Program Past Its Expiration Date?


Techniques and technologies to enable better coaching conversations in today’s dynamic contact center environment.

The customer experience landscape has changed rapidly over the past few years and all signs point to continued evolution at an ever-increasing pace. It can be difficult to stay current in this world of increased complexity and heightened customer expectations, and many organizations feel this stress in their people, processes, or technologies. As a result, many organizations have modified the way that they hire and train their employees, adopted new technologies, and implemented new processes and procedures.  But, there’s one thing that many have neglected to revise in this era of remarkable change: their coaching program. This infographic explores the challenges of outdating coaching techniques, delves into the root causes of and damage bad coaching can inflict, and makes recommendations on techniques and technologies that enable better coaching conversations in today’s dynamic contact center environment.

 

 

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Topics covered include: Agent, Coaching And Quality Management

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