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Human Resources > Call Center Human Resources > Call Center Training and Development > Coaching and Mentoring
Coaching and Mentoring Research

Optimizing Call Center Performance: Examining the Role, Characteristics and Impact of Frontline Managers in Driving Productivity and Growth 
Non-members: Click here to sign-up for a complimentary tour of "Optimizing Call Center Performance: Examining the Role, Characteristics and Impact of Frontline Managers in Driving Productivity and Growth" STUDY OVERVIEW All too often call center benchmarking and best practice initiatives focus exclusively on call center representatives while overlooking the role of frontline managers in contributing to overall operational excellence... (ID 4954)
Companies Profiled: Accident Fund, Bank of America, Becton Dickinson, Boeing, more ...
Price: $2300.00
Provide Multi-Channel Leadership to Front-Line Reps 
Practices in this document include: Establishing a mentoring program to facilitate communication among newly hired employees... (ID 3046)
Companies Profiled: Fellowes, At-A-Glance, Xerox, Boeing, more ...
Price: $9.95
Format Your Training Program to Provide Maximum Time With Each New CSR 
Practices in this document include: Monitoring and managing the ratio of CSRs to team leaders to encourage coaching and feedback... (ID 3014)
Companies Profiled: State Farm
Price: $9.95
Allocate Time for Regular Training Updates and Reinforcement 
Practices in this document include: Requiring a time commitment before reps can accept promotions or transfers... (ID 3008)
Companies Profiled: Toyota
Price: $9.95
Develop a Training Program to Support Employee Productivity and Service Excellence 
Practices in this document include: Providing on-going coaching and feedback to fine-tune call center rep performance... (ID 2992)
Companies Profiled: Lucent Technologies, Toyota
Price: $9.95
Employ Continuous Training to Enable Call Center Reps to Provide Service Excellence 
Practices in this document include: Designing a career pathing process to guide rep development... (ID 2984)
Companies Profiled: Fidelity Investments
Price: $9.95
Provide Continuous Training & Development to Increase Retention and Skill Sets 
Practices in this document include: Developing and communicating a clear career progression that links employee tenure, training and earnings potential... (ID 2977)
Companies Profiled: T. Rowe Price, L.L. Bean
Price: $9.95

 


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