Hay, I am so glad that I was able to do coaching today.  It was a bit long but I think we have reached some sort of resolution.  I just hope that it will result to better CSat survey for if it doesn’t then it’s one fruitless effort once more.  Like, what’s the use of coaching if it doesn’t help improve how the agent performs right?  Anyhow, I am hoping for the best.  These people may be moved to another team next month.  So I really hope that I was able to help them and prepare them for whatever challenges that they meet in the future.