Callminer

AUGUST 1, 2017

Source: Human Resource Management; Issue: 51(4); 2012; Pages 535-548. Make onboarding & ongoing coaching as stellar as possible. James Pollard is a marketing consultant who works specifically with financial advisors over at The Advisor Coach. Continuous coaching and training helps mitigate this risk. James Pollard.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

CSM Magazine

MARCH 28, 2023

EvaluAgent was founded in 2012, helping businesses to improve their call centre quality assurance capabilities with its award-winning AI-powered Quality Assurance and Performance Improvement platform. It will use real-time reports, calibration, agent appeals and feedback to improve performance.

Calibration 52

Calibration Average Handle Time Coaching Feedback 52

Callminer

SEPTEMBER 5, 2017

But when the whole month has a lot of calls which were of all different types, the quality report – which can identify potential gaps and required agent coaching or training – may be delayed by many days. They also should ask for agents’ feedback about the practices that the team follows. Who is coaching the coaches?

Call Center 140

Call Center call center software outsourcing Coaching 140