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The only way to provide consistently high levels of customer care is for agents to have the tools to be able to adjust their behaviour to meet changes in demand throughout the day.

Unlike your telephone system which can be programmed to route calls in the most effective manner, agents have personalities...

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As managers and supervisors we understand the importance of good e-mail etiquette, but do agents place the same importance on checking e-mails and should the onus be on them or us? Maybe instant and timed messaging is the best way to guarantee agents have the most current information they need to perform at their best.

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