Contact centers serve customers. Period. They have the technology and processes to do this, but there is ultimately a more important factor: the agents. Having the right staff is the most important thing for executing great customer service, but this is often easier said than done. The ICMI article “10 Tips for Building an Exceptional Customer Service Team” by Erica Strother Marois offers advice on how to attract, hire, retain, and develop an exceptional customer service team. The article features advice from top customer experience thought leaders. To read the full article, please click the link below:
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