Hi Sarah,
There are a lot of ways to measure the effectiveness of call coaching efforts in a CS call center.
the Call Center Advisory Council (CACC), and Teleplaza.com are a couple of places to look for methods.
Most are based on statistical evaluations of Customer Opinion surveys.
Individual agent evaluations, on a 1-1 basis, are a little more difficult. This is where you need experienced trainers and coaches/line supervisors.
Source: http://www.dialfordollarsli...