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Best practices to consider when conducting QA coaching sessions

A Call Quality Assurance program can only be successful if agents are coached about the program. As far as coaching is concerned, it is essential that certain best practices be considered by managers or those that are conducting these coaching sessions. When conducting coaching sessions, one best practice to consider is to deliver the sessions in private settings. Delivering coaching in such settings ensures that confidentiality is maintained and it also helps prevent outside interruptions and distractions. The second best practice is to begin the sessions on a positive note. This can be done...