Developing Mission, Vision and Guiding Principles in Call Centre Operations Will Improve Customer Service experience
Taylor Reach Group
MAY 11, 2021
Take the time to brainstorm or conduct focus groups with a mix of management and the front line. Develop a ‘Guiding Principal’ document to guide agents with their decisions during customer contact and invest the time to conduct workshops and training of all staff. Good things will come out of this kind of activity.
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