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Creating a Culture of Self Evaluation and Improvement to Deliver Better Customer and Business Outcomes in the Call Centre
Because the behaviour of call centre agents is so pivotal to the customer experience, and therefore customer satisfaction, it is vital that they are engaged and that they understand the impact their behaviour has on the customer experience. A Report from KPMG, entitled ’The real value of engaged employees’ highlights the huge gulf between the value delivered by employees who are engaged and those who are not.
