Best Practices in Quality Monitoring and Coaching

Quick Summary

This ground-breaking research report by Dr. Jon Anton and Anita Rockwell examines both current conventional wisdom and innovative best practices and comes to some surprising conclusions about the best way to manage the vital monitoring and coaching functions. By putting the customer at the center of the paradigm, innovative companies and vendors have pioneered new processes and technologies that make these functions less adversarial, more effective, and ultimately more value-building for the enterprise.

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