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Creating a Culture of Self Evaluation and Improvement to Deliver Better Customer and Business Outcomes in the Call Centre

This Paper looks at how a combination of the insight provided by Interaction Analytics and smart coaching (ie coaching that is informed by accurate agent performance data) can feed the psychology of competence and create a culture of self-evaluation and improvement to enhance agent, call centre and business performance.

Previous Article
Do you know how to turn your contact centre from a cost to profit centre?
Do you know how to turn your contact centre from a cost to profit centre?

During our recent CallMiner and IPI Contact Centre Performance Summit, it became clear that when it comes ...

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GDPR is Just Around the Corner. Are You Ready?
GDPR is Just Around the Corner. Are You Ready?

European Union’s (EU) new stance on data protection is impacting call centers across the globe. The Genera...