Your call center agents are the main point of contact for your company, so it’s important that they deliver the best customer service possible. If customers have bad experiences with your agents, it will reflect negatively on your company as a whole. The key to ensuring great customer service from your agents is quality monitoring. The ICMI article “Call Quality Monitoring Dos and Don’ts” by Patrick Russell gives tips on how to effectively monitor your agents’ call quality to better shape your company’s customer service, which will ultimately lead to strong customer loyalty.
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