Posted by Kerry Engle on Tue, May 19, 2009 @ 05:21 PM
At Knowlagent, we ran a set of focus groups with call center supervisors and management. The results were very enlightening. Over the next few weeks, we will share the results of those focus groups here in the Call Center 102 blog.
The first and most frequently mentioned issue that affects the quality of the coaching done by supervisors in the call center... is time. Every single supervisor and manager that we interviewed expressed a strong desire to have more time to coach their call center agents. When we asked them if they could change one thing about their coaching environment, 100% of them said, "Find more time to coach!"
And, most importantly, all supervisors strongly believed that having more time to coach would improve performance against all key call center indicators.
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