ThePositive Coach Approach is truly unique in that it provides a clearly charted course of action. Its a course for anyone charged with the task of improving call center performance in the form of customer satisfaction, increased sales, shorter call times, and greater employee satisfaction. This book is a teaching guide that will lead you through what to do, why to do it, and how to do it. This method of coaching eliminates: - Stress on coaches and agents - The need for constructive criticism The Positive Coach Approach is: -A proven way to get more and better results - A kinderapproach to performance improvement