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Coachpalooza Summary Report: Call Center Coaching Benchmark

Coachpalooza Summary Report: Call Center Coaching Benchmark

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Published by lwimberly
To better understand the call center agent coaching environment, Knowlagent conducted Coachpalooza, a focus group series. This summary report includes all 20 distinct key findings as well as all survey response data.
To better understand the call center agent coaching environment, Knowlagent conducted Coachpalooza, a focus group series. This summary report includes all 20 distinct key findings as well as all survey response data.

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Published by: lwimberly on Oct 08, 2009
Copyright:Attribution Non-commercial

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07/14/2014

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’05 
all Center Focus Group Series y Report 
Coachpalooza 
A C Summar 
A Coaching Report from KnowlagentBy: Debbie Qaqish and Dwight Lucas
Fall 2005
 
 
Driving value at the front line of business.Fall 2005 ©Knowlagent. All rights reserved.
2
 
2
 a registered trademark of Knowlagent, Inc. Value-Driven Coaching Model for the CallCenter™ and Value-Driven Coaching Model™ are trademarks of Knowlagent, Inc. All other trademarkscument are the property of their respective owners.The information contained in this document is proprietary to Knowlagent, Inc. Unless you are the intendedrecipient (or authorized to receive for the intended recipient), you may not read, print, retain, use, copy,distribute or disclose any information contained in this document.Copyright
 © 
2005 Knowlagent, Inc.All Rights Reserved
Knowlagent® 
Inc.Knowlagent® isused in this do
 
 
Driving value at the front line of business.Fall 2005 ©Knowlagent. All rights reserved.
3
 
3
 
....................4
 
Sections of this report ......................................................................................................5
 
6
 
I.
 
Coaching Attitudes....................................................................................................7
 
Coaching Metrics....................................................................................................12
 
..................20
 
. ..................22
 
..................23
 
VI. Key Performance Indicators..................................................................................30
 
36
 
Section II: Key Findings from
Coachpalooza ‘05
....................................................................40
 
..................40
 
..................42
 
.................. 42
 
Information............................................................................................................... 44
 
Process..................................................................................................................... 45
 
.................. 48
 
50
 
..................52
 
..................52
 
..................53
 
53
 
Process Questions..........................................................................................................54
 
Process Best Practices....................................................................................................54
 
People Questions...........................................................................................................56
 
People Best Practices......................................................................................................56
 
Conclusion........................................................................................................................57
 

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