Posts Tagged "agents"


Quality Scores: Are They Really Necessary?

Share this article: Pretty much every contact center on the planet has some sort of a quality assurance process — or so I learned when I contracted with an outsourcer a half dozen years ago. Since going to work for...
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Outsourcing With Dedicated Agents is Better. Here are 5 Reasons Why.

Share this article: When it comes to outsourcing customer service you may encounter a couple of different staffing models. The first is a shared model where you pay per minute for an agent’s time only when they are speaking with...
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