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Jun23
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 When too much effort is put into improving handle time, reps tend to get very creative regarding ways to lower their AHT. Sometimes the drive to improve yields positive results, other times this cartoon may reflect what happens. Call center monitoring cartoon from callcentercomics.com
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Jun10
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QA feedback should always be done with the intent of helping agents become better at their jobs. Taking a heavy handed approach, or an overly negative tone when providing feedback, will give agents the impression that senseless criticism is QA's only aim....
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