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Call Center Coaching

10 Creative Call Center Training Tips

We’re proud to be an annual participant in the Quality Assurance and Training Connection (QATC) Annual Conference in Nashville, Tennessee. Each year there are dozens of great call center training tips shared by some of the highest performing customer-facing organizations around the globe. Here are 10 of my favorite call center training best practices shared: Write haiku poetry

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35 Inspiring Ways to Improve Your Call Center Quality Assurance Program

I was recently honored to be asked to join a panel of esteemed Call Center Quality Assurance experts at the QATC Annual Conference (Quality Assurance and Training Connection), ICMI Contact Center Expo and the CRMXchange Quality Assurance & Analytics Virtual Conference. Here are my 35 favorite, most effective tips shared by panelists which I thought

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Win/Win: Converting a Challenged Call Center QA Score into a Coaching Moment

The Call Center Quality Assurance (QA) department spends a lot of time listening to and scoring calls.  And when an agent disputes the scoring of a call, it can become a contentious situation.  But you can take a potentially negative situation and turn it into a positive.  Here’s how!  Take this scenario: Customer Service Representative (CSR)

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Blend your Call Center Training and Quality Teams

Have you tried “blending” your training and quality teams? When the trainers are not teaching a class, why not let them work with the quality teams doing side-by-side training on agents who have “areas of opportunity” identified by their quality scores? It works well for several reasons: We used to get “Well, they didn’t teach

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