Authors Pen New Guidebook 'The Positive Coach Approach'
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.
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