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ERIC Number: EJ650887
Record Type: Journal
Publication Date: 2002
Pages: N/A
Abstractor: N/A
Reference Count: N/A
ISBN: N/A
ISSN: N/A
Building Fluent Performance in a Customer Call Center.
Binder, Carl; Sweeney, Lee
Performance Improvement, v41 n2 p29-39 Feb 2002
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)
Publication Type: Journal Articles; Reports - Descriptive
Education Level: N/A
Audience: N/A
Language: English
Sponsor: N/A
Authoring Institution: N/A