89 Learning Points for Coaching Call Center CSR's

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Human Resource Development, Nov 1, 2006 - Business & Economics - 120 pages
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The traditional role of the call center supervisor is a thing of the past. Being an effective coach is fast becoming the most valuable asset you can offer your employees, call center and organization. These lessons remind leaders that a tradition of winning alone won't make them successful. You have to continue a tradition of winning every day, whether you are a professional football team or any other type of organization.
 

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Contents

The Changing Role of the Supervisor
1
Motivating Others
19
Creating Effective Communications
35
Helping CSRs Work Together as a Team
59
Learning Point
78
Learning Point
84
Glossary of Terms
91
Employees Resolve Problems
100
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