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Make onboarding & ongoing coaching as stellar as possible. It’s crucial that contact centers implement a tool that pulls in all of the necessary portals and processes into one simplified platform. James Pollard is a marketing consultant who works specifically with financial advisors over at The Advisor Coach. James Pollard.
You should also consider the expected demand for each channel based on accurate data-based forecasts channels that expect the highest levels of demand should have more agents readily available to support customers. Adopting skill-based agent scheduling also means that youll need to fine-tune your coaching and training strategies.
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