Date Published: July 17, 2014 - Last Updated 4 Years, 6 Days, 11 Hours, 27 Minutes ago
Meeting the needs of your customers, exceeding their expectations and developing/empowering your staff all begins with a solid monitoring program that is based on quality not quantity.
Gone are the days of “big brother” watching. Employees want to know . . .
Coaching will . . .
Whether you side-by-side, silent, real-time, record or screen-capture monitor, how you approach the results with your staff is critical. Always discuss ways to improve by not focusing on what was wrong.
When coaching, you should reinforce to your staff that they should “think like a customer”. What would they as a customer expect from the agent they are speaking with