I am from a customer service background but have been "out of the loop" as far as coaching and feeding back call centre staff is concerened for over a year. Any materials I have on this subject area are looking a bit ropey, and I will soon be re-entering a training role. Does anybody have any up to date notes / materials on call coaching do's and dont's and methods of constructive feedback and feedback do's and dont's ?

My current role is that of Open Resource Centre manager if I can be of any help in this area, in return.

Matt Bownds