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Exceptional call center leaders use a coaching philosophy to manage their teams. This is especially critical when it comes to leading a team of reps who are based out of their homes. Just because at-homeagents lack opportunities for in-person feedback doesn’t mean they aren’t entitled to efficient and effective coaching.
Providing feedback to agents in your call center is entirely needed to maintain and improve a quality facility. The right encouragement, or even criticism, could dramatically alter agent performance, both for on-site employees and at-homeagents. Leverage analytics to offer targeted agent training and coaching.
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