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1). Bad Managers Are Costing You 73% Of Your Employee Productivity By : Amy Potavin
This may come as a surprise but it is, unfortunately, the reality. According to a recent Gallup study, only 29% of the workers polled were actively engaged in their work. And what, you're probably asking, exactly IS employee engagement? That is a very good question, and simply stated, it is the level of connection your employee has with you, your company, and the work you have him perform.
Article Related to: employee motivation, business management, coaching, employee development, coaching, leadership coaching, business coaching, career coaching, coaching, coaching and mentoring, coaching employees
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3). 9 Steps for Coaching Call Center Agents By : Myra Golden
The call record method is, in my opinion, one of the best approaches to coaching agent phone calls and ensuring quality. Here’s a 9-step plan for effectively coaching call center agent phone calls:
1. Randomly record 2 –3 telephone calls. Random recording is important. Do not record 3 calls back to back or on the same day, as your employee may be having a bad day and this may be reflected in all of one afternoon’s calls, but is not necessarily reflective of their typical performance.
Article Related to: call center, coaching employees
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