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I ran across this content from Jeff Toister of Toister Performance Solutions, Inc. and I really loved the idea of asking agents to self-identify great customer experiences and celebrate them while breaking them down and learning scalable,... (More)
Here's a follow-up to the article 5 Steps to a Successful Support QA Calibration Process.
Conversation reviews and agent feedback can have a huge impact on the support team’s performance and... (More)