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Coaching Contact Center Agents
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by Dr. Jon Anton, Howard Lee, John Chatterley, and Sakura Reese
Sales Rank: 272020
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List Price: $49.00
$49.00
At Amazon
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Perfect Paperback: 264 pages
Publisher: Anton Press; 1 st edition February 25, 2008
Language: English
ISBN-10: 0976110938
ISBN-13: 978-0976110934
Product Dimensions:
8.7 x 6 x 0.8 inches
Shipping Weight: 15.2 ounces
Product Review
" A must read for new and experienced call center managers and agent coaches. Dr. Jon & Howard Lee take complex management strategies and distill them down to easy to understand examples and points." --Michaud Ray, Vice President, Allconnect, Inc.
" A practical, hands-on manual for inspiring quality performance." --Tony Materna, President and CEO , EXCELSIX
" Dr. Jon and Howard lee have provided a tremendous resource to call center managers. This book should be read and referenced by contact centers globally as agent coaching is at the forefront of providing the highest level of service." --David Shapiro, Chief Sales Officer, PremierBPO, Inc.
Product Description
This is a book focused on one of the most important and least understood jobs in a contact center, namely, coaching the front-line agent. In preparing the materials for the book, the authors interview successful coaches and spent time watching them using call evaluation reports to determine agent call handling improvements. The book is full of tips and ideas gleaned from site visits to contact centers. In addition, the authors include verbatim suggestions from contact center coaches detailing their advice on what works and what doesn't work in dealing with agent improvement initiatives.
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Coaching Contact Center Agents
List Price: $49.00
Available from Amazon
Price: $49.00
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