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Do we even need Team Leaders anymore?

August 24, 2018 ia admin

“Many an agent has sat through a baffling set of performance management queries, and come away thinking ‘how is that…

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Posted in: Blog

Is this the biggest mistake you are making with your agents?

ia admin

“The customer experience is shared. Your agents share that same experience, but unlike your customers, agents can translate using business…

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Posted in: Blog

Why are contact centres failing the customer?

August 23, 2018 ia admin

“Customers have the same frustrations they did 30 years ago. Technology was supposed to fix these problems, but it hasn’t.…

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Posted in: Customer Service
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