The Positive Coach Approach

Call Center Coaching for High Performance

by Sally Cordova and Judy McKee



Book Details

Language : English
Publication Date : 2/6/2007

Format : Softcover
Dimensions : 6x9
Page Count : 160
ISBN : 9781425978389
Format : E-Book
Dimensions : N/A
Page Count : 1
ISBN : 9781467086615

About the Book

The Positive Coach Approach is truly unique in that it provides a clearly charted course of action. It’s 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 kinder approach to performance improvement



About the Author

Sally Cordova is a seminar leader, coach, trainer and author. Her personal philosophy of education and commitment through positive expression comes clearly throughout her Coaching Training Programs. She worked her way through university and received her degree in Business Administration and Accounting. She is the author of the High Five Coaching program and the certification training associated with it. Through her advanced education with various leadership and managerial training programs, she learned through trial and error, what works and what doesn’t work. With her roots in customer service she soon learned the value of management with a positive attitude. She has been continually involved in this effort for the past twenty-five years. Email  or visit our website at

Judy McKee is a nationally known motivational speaker, seminar leader, sales trainer and author. She is a pioneer in the telemarketing industry. She began her career as a telephone sales representative and knows the business thoroughly. She is the author of Scriptwriting for Effective Telemarketing and Maximizing Customer Contact and The Sales Survival Guide. She has been a consultant in the call center industry for the past thirty years. Her expertise in the art of telephone sales and positive coaching has put her in demand by corporations and small businesses nationwide. Judy communicates a totally positive approach to selling, coaching and solving problems. Email or visit our website at