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Guide

ScoreBuddy

Written by Scorebuddy

   

Why is there a Renewed Management Focus on Quality?

This month Anne Marie O'Donnell, Senior Consultant with Contact Centre Fusion, asks why there is a management focus on quality measurement and increasing investment in voice of the customer data gathering./p>

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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.
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