Here's a field-tested and proven model for coaching call center agent phone calls.

The call record method is, in my opinion, one of the best approaches to coaching agent phone calls and ensuring quality. Here’s a 9-step plan for effectively coaching call center agent phone calls:

1. Randomly record 2 –3 telephone calls. Random recording is important. Do not record 3 calls back to back or on the same day, as your employee may be having a bad day and this may be reflected in all of one afternoon’s calls, but is not necessarily reflective of their typical performance.

2. Review the calls and note strengths and opportunities. Before meeting with your employee, listen to the calls and note what they did well and identify 1 –2 opportunities for performance improvement.

3. Play one tape and let your employee listen. During the playing of the tape, you do not need to respond.


4. Have your employee respond to the tape. After the tape is played, ask your employee to respond. Most employees will be overly self-critical. Your employee will likely note many opportunities for improvement and struggle to articulate what they’ve done well.

5. Coach the call. Use the “sandwich” approach. Tell your employee what s/he did well, followed by constructive feedback, and then end with positive feedback. When offering constructive feedback, share only one opportunity for improvement. The employee has likely observed and stated several improvement opportunities so there is no need to bring these up again Try to mention one thin g the employee did not bring up and offer this as your constructive feedback.

6. Gain commitment for performance improvement. Ask the employee, “What specific steps will you take over the next 5 days to improve in this area?” Write down what the employee states and repeat it to her. Summarize the session by reiterating strengths and offering a vote of confidence that she can improve in the identified area.

7. Repeat steps 2 – 6 with a second and perhaps third tape if necessary. The point of numerous recording is that an employee may respond defensively stating that was just a “bad” call. If that is the response, you may choose to review a second or third tape.

8. Follow-up before the next agent coaching session. Check with your employee in between coaching sessions to keep the commitment top of mind. You can touch base with your employee via email or a personal conversation.

9. Discuss improvement in next coaching session. Before listening to calls in the next coaching session, ask your employee how she’s progressing toward the goal of the last session. Look for improvement on calls reviewed in this session.

This 9-step call center agent coaching model is simple, clear and it both praises employees and offers support for improvement opportunities.

When you follow this 9-step process, you will set clear performance expectations, coach effectively and consistently and at the same time you will be motivating your employees.

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Web design is an artsy and skillful interface.

1. Do not center everything. Doing so will just give your web design a scattered and disorganized look. When it comes to layout, centering tends to waste so much space. Try to maximize space. It is there for a purpose. Do not overlook that purpose.

In a nutshell, use space with cautiousness so as not to appear scattered at the same time not crowded. Use columns for better organization. That way, the contents are easy to read and the images will not appear as an eyesore.

2. To make your page more attractive, apply an efficient contrast. Contrast can be applied to color, size, value and weight of an image. Contrast has something to do with the clearness, brightness and volume of an image, logo or graphics. It can also be applied to texts and other objects of the web design. If you get it right, your web design will look organized and easy to scan. Be assured that the viewers will not find it hard to glance and search your site’s contents.

3. Be sure that sections are well separated. It must be easy to trace and the contents are easy to read. To distinguish one section from the other, you can use different colors or a thin line will do. Using borders is also a good remedy. Another option is to use blank ‘buffer zones’. This is somewhat similar to the concept of borders and dividing lines the only difference is that you are creating invisible lines to separate the parts of a page.

4. If web design is the queen, the king must be the content. Thus, to make your site functional, make sure that the information is tight and full. So not waste the space. Put something in it to make it productive. Bear in mind that your site is not mainly to entertain their eyes. It is there to cater to their needs, answer their queries and tickle their fancies.

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Web Programming and Design: Images and Thumbnails

Let’s start with an example so you see where we’re going to with this article. Consider a listings type site; in this case, let’s think of a real estate website which lists properties. Each property has a picture. You have a page where you list all properties in a given neighborhood, about 20 properties per page. For each property, you display a smaller version of its picture (this is called a thumbnail), and a brief description of the property, so site visitors can click on the property they like to learn more about it. The problem is: this page takes really long to display in the browser.

There is a high probability that this problem is related to the images. You need to analyze how your site generates the thumbnails. In many scripts, the thumbnails are just the original pictures, but displayed in smaller width and height. If this is the case, then each picture takes too long to load. You should change this approach and generate real thumbnails of each picture. You also need to change your script to work with the images thumbnails, and not just the original big images.

There are different ways to generate the thumbnails:

1) Using a graphics program. You load the original image, and resize it to the thumbnail size. Then you save it with a different file name. For this approach to work, your script must let you upload the big image for each property, and also the thumbnail.

2) Your script can generate the thumbnails automatically when pictures are loaded, and save them on the server. You only need to upload the big picture. If your script is written in Php, for example, this can be accomplished by using Php image functions, which make use of the gd graphics library. These functions let you generate thumbnails in different image formats like gif, jpg and png.

3) Your script can generate the thumbnails on the fly and serve them directly to the browser. This will save storage space in the server, but requires a lot of server processing time. It is not recommended if you have many images, or if your site has many daily visits.

The important aspect to remember here is that you should not resize original images to show them as thumbnails, especially if you’re showing several of these images on the same page. It will not only slow the page load in the browser, but it will also use a lot of extra bandwidth you can save.

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