Managers have told restaurant employees about customer calls of complaint or praise since the advent of the telephone, but new technology providing real-time distribution of call recordings is changing worker-coaching initiatives. “You can sit down with an employee and tell them about a problem, and they’ll say, ‘That didn’t happen,’” said Jerry Kenney, senior vice president of corporate operations for franchisor Papa Murphy’s International Inc. of Vancouver, Wash. PMI operates or ...

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