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Effectively managing a call center requires you to identify necessary competencies during the hiring process, as well as the guts to know when someone has to go.
Call Quality Programs in call centers are an important element in monitoring and improving the Member’s experience, as well as measuring the effectiveness of people, process and technology.
Turnover in the call center is very much like a fuel leak - only the fuel that is leaking is talent. The impact areas to your operation are multiple, significant, and costly.
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Information is a form of currency in the digital age. The Call Center is a pure source of it.