In my previous post, I mentioned how much I have been learning about quality and performance measurement and management in call centers. The learning continues.
Since that post, I have traveled to Florida, Washington, DC, the Middle East, and am writing this from Anchorage. Wherever I go, I am reminded of the importance to leaders everywhere of figuring out how to give and receive performance feedback.
I am blessed to be able to study in my doctoral program with one of the world's leaders in this subject, Charlie Seashore. He is my faculty mentor at Fielding Graduate University and also my assessor for a course in systems thinking.
I strongly recommend to any call center manager who is responsible for agent development through coaching to read Charlie's book, "What Did You Say? The Art of Giving and Receiving FeedBack." It already is having a strong impact on how I comprehend and teach call coaching.
An excellent article about Charlie and Edie Seashore recently appeared in the business publication, Strategy and Business. It's in the Spring 2007 edition. You can check it out at: www.strategy-business.com
Cliff
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