More Important Than Ever: Coaches Must Be Leaders

The following is a guest post written by Melissa Pollock, Customer Success Leader for AmplifAI, and Jim Rembach, President of Call Center Coach  Although distinctly different, “manager” and “leader” are often used interchangeably.  But those responsible for managing the contact center coaching program also have to lead the engagement, performance and development of people!  MIT defined coaching as a sophisticated management style that requires developing a relationship that empowers employees by ….

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