Real-Time Coaching Builds World-Class Contact Centers, by Donna Fluss, Principal. June 2006.

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Excerpt -  

"Coaching contact center agents yields impressive results – it enhances the customer experience
and empowers supervisors and agents. It is the training method preferred by agents and yields
timely and quantifiable benefits. Real-time coaching has the added advantage of driving
immediate improvements in agent performance and productivity while enhancing call quality and
customer satisfaction. Agents want to do a great job; coaching empowers them to perform. This
white paper presents the capabilities and benefits of real-time coaching. It describes preferred
coaching methods and gives your company the best practices for optimizing the performance of
your contact center."