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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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« Customer Service Humor: Lowering Handle time cartoon | Main | Humor: Call Handling - Be Fast! »
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