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Apr23
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 Calibrations are at the heart of any call quality program. Making sure that everyone who scores calls is in tune with the accepted scoring standard is crucial to the validity of the endeavor. Call center monitoring is important, but what is done with the calls that are recorded and reviewed is perhaps more important to the development of agents.
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Apr 2
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Having reps be faster on the phone has been an industry challenge as long as customers have called customer service. Here's a cartoon from callcentercomics.com to get you thinking about the shortcomings of offering handle time incentives. Want more laughs? ...
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