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Coaching Contact Center Agents
Coaching Contact Center Agents
Author: Dr. Jon Anton, Howard Lee
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 t...  more »
ISBN-13: 9780976110934
ISBN-10: 0976110938
Publication Date: 2/25/2008
Pages: 264
Edition: 1 st
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Publisher: Anton Press
Book Type: Perfect Paperback
Members Wishing: 0
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