Tales From The Cube - EP24007 - Corrective Actions
From Tales From The Cube by Cliff Tooher
December 18, 2024 · 14 min · Season 2 · Episode 24007
About this episode
This episode discusses the proper use of corrective actions in a call centre to enhance performance and avoid negative impacts on morale.
Corrective actions are intended to enhance performance and correct mistakes made by staff. They can be used to induce positive behavior and adherence to best practices and compliance. However, when they are overused or improperly used, this tool can damage the morale and the image of a call centre. In this episode, the conversation is about how to avoid making the mistake of over usage of corrective actions and what can happen when they are overused.
People in this episode
Host: Cliff Tooher
Topics covered
- corrective actions
- performance enhancement
- staff mistakes
- positive behavior
- best practices
- morale
- compliance
Keywords
- corrective actions
- performance
- staff mistakes
- morale
- best practices
- compliance
- call centre
Mentioned in this episode
Organizations: call centre
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