4 Call center coaching tips for resolving agent errors

Coaching call center agents can be a challenging task for supervisors and team leaders, especially when the goal of the conversation is to address errors. Call center leaders must be good in dealing with such situation, since pointing out mistakes could lead to agents feeling demoralized. A simple change in tone or volume can be taken as a hint of aggression. The last thing you want to happen is see underperforming agents quit their jobs because of your poor coaching techniques. Read more