Summary
SOLUTIONS
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Maximizing agent productivity with Closed-Loop Coaching.
In today's challenging economy, contact center managers are expected to meet seemingly impossible demands and are pulled in multiple directions by conflicting priorities. The executive team demands high levels of customer satisfaction while at the same time increase revenues and control costs. How can a call center manager reconcile these seemingly opposing goals?
One solution is to implement a comprehensive performance management process. Agent salaries represent 60% or more of a contact center's budget, so improving the produc...See the full content of this document
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