[John D]

Hello Myra,
You can find some good coaching material at the following link: (http://www.careerimpact.net/articles.htm).

You will find information regarding great tools for monitoring and driving agent perfromance in the call center at this link: (http://www.nucomm.net/solutions/techcimweb.htm).

Please also feel free to contact me if you have any questions or feel that I may of any assistance.

Regards,
John