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Guide

ScoreBuddy

Written by Scorebuddy

   

Gartner reported earlier this year that customers today expect a seamless omni-channel experience. Monitoring the activity on each channel and the transition from one to the next is imperative for maintaining a high standard of excellent customer experience.

This FREE White Paper outlines how the performance of one channel affects other channels, how you can start quality monitoring multiple customer service channels and identifies key areas to pay attention to improve the understanding and execution of multi-channel monitoring.

 

Want to read some more of our monthly white papers on quality monitoring, performance management and employee engagement? Subscribe to our monthly newsletter below.

Tags: Blog

eBook

Soft Skills in the Call Centre Environment

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In this eBook, you will learn:
– How soft skills are a predictor of agent performance.
– How to assess soft skills in the agent hiring process.
– How to develop soft skills in your agents as part of their training.
Download Now