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The Real-Time Contact Center by Donna FLUSS

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10Contact Center Staffing and Management

Contact centers are people-intensive organizations that require talented and dedicated staff, practical processes, and proven best practices to provide an outstanding customer experience while operating at optimal efficiency levels. To provide outstanding and differentiated service during every customer interaction, contact centers must invest heavily in their staff members’ training and future. They must treat their employees the same way that they want the employees to handle their customers. Contact center agents who are treated with respect by management, properly motivated, adequately trained, empowered to take ownership of issues, and enabled with technology are positioned to delight customers.

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