How to Use InsideOut Coaching in Call Centers

Pivot Point

While employees in call centers are no different than other employees within your organization, they do have different roles and challenges. These employees have inherently repetitive and scripted roles, yet still require a great deal of mental focus from employees; they work primarily as a customer services force, which has grown and is still growing to be one of the most essential aspects of a business. Their role is vital.

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When Knowledge Isn't Enough
When Knowledge Isn't Enough

Knowledge only explains 38% of the variance in business value. What about the other 62% of performance?