The core of any call center would be the agents that are talking to the client’s callers. It is very true that a call center is only as good as the agents that it can field. However, a common mistake in the industry is for companies to expand an account or operation without taking the time to properly train their agents. Yes, the first few batches of agents fielded into an account are likely to be among the best that the company can provide. However, that doe...
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