20 call centre coaching tips


To achieve a culture of regular coaching being the way we work around here, here are 20 tips to help you in your busy call centre environment: Have a policy of shutting down email from 10am for all coaches, that way you can swarm over your people and conduct side by side coaching, which is what you should be doing. Be clear on the coaching that will work for individual agents. You can use learning…

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About Author

Paul Archer is the founder and Managing Director of Archer Training Ltd, a specialist training provider that brings practical sales and coaching skills to financial services firms. Paul has published 8 books and is a regular blogger and YouTuber - www.paularcher.tv and can be contacted at paul@paularcher.com.

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