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Call Center Performance

A free knowledge base dedicated to call center performance management and improvement by 4thPortal.

Categories

Coaching
Coaching is one of the most effective performance improvement drivers in a call center. In this section we discuss how to be a great performance coach.

Popular Articles

Example coaching questions
Examples of questions you can use in call center coaching sessions to help find opportunities and develop effective action plans with your agent.
Mistakes to avoid in coaching
This article focuses on some of the most common mistakes made by coaches that can limit the effectiveness of their coaching.
Call center coaching introduction
Critical to call center performance is a robust approach to the ongoing support and development of its agents through coaching.
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