Literaturnachweis - Detailanzeige
Autor/inn/en | Binder, Carl; Sweeney, Lee |
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Titel | Building Fluent Performance in a Customer Call Center. |
Quelle | In: Performance Improvement, 41 (2002) 2, S.29-39 |
Sprache | englisch |
Dokumenttyp | gedruckt; Zeitschriftenaufsatz |
Schlagwörter | Benchmarking; Productivity; Program Improvement; Training Methods |
Abstract | Discusses the potential for improving training and coaching program effectiveness by using fluency-development methods. Describes the revision of a new-hire training program in a customer call center that applied a fluency-based approach to reduce training time by one-third, accelerate productivity readiness, and surpass benchmark productivity levels. (Author/LRW) |
Erfasst von | ERIC (Education Resources Information Center), Washington, DC |