Escondido, Calif. (PRWEB) June 03, 2014
Authors Sally Cordova and Judy McKee have worked in call centers all over the world. They brought together their experiences coaching call center personnel in their new book, “The Positive Coach Approach: Call Center Coaching for High Performance” (published by AuthorHouse).
Noting that most agents in call centers were being coached using feedback and constructive criticism, Cordova and McKee developed their own style of coaching after feeling the aforementioned methods were too “parental” in nature.
“When you speak in a positive way and treat others as if they are smart and right about what they do,” the authors state, “they respond by acting like adults who correct themselves. The central theme is ‘You can be positive and get the job done without being negative at all.’”
Cordova and McKee’s approach is to put self-correction and growth back in the hands of the agent so that call center coaches can create a positive work environment. “The Positive Coach Approach” provides instruction that can be implemented immediately and daily into any call center.
About the Author
Sally Cordova is a seminar leader, coach, trainer and author. She is a partner in McKee Consulting LLC.
Judy McKee is a motivational speaker, seminar leader, sales trainer and author. She is the creator of the “listen, acknowledge, make a statement, ask a question” (LAMA) technique for call center communications programs.
AuthorHouse, an Author Solutions, Inc. self-publishing imprint, is a leading provider of book publishing, marketing, and bookselling services for authors around the globe and offers the industry’s only suite of Hollywood book-to-film services. Committed to providing the highest level of customer service, AuthorHouse assigns each author personal publishing and marketing consultants who provide guidance throughout the process. Headquartered in Bloomington, Indiana, AuthorHouse celebrated 15 years of service to authors in Sept. 2011.For more information or to publish a book visit authorhouse.com or call 1-888-519-5121. For the latest, follow @authorhouse on Twitter.