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Vocalcom further consolidated all legacy systems such as CRM into a single front-end application using Vocalcom script building capabilities. Vocalcom has also been supporting SABESP to enable online chat for our face-to-face agents, giving our customers more options to keep in touch with SABESP.
You might want to train contact center agents to: Use a script to speed up call times during busy holiday contact center periods. A good script will help agents navigate conversations and reduce errors that extend calls. Add notes to your CRM or contact center software during and after each call.
Providing feedback to agents in your call center is entirely needed to maintain and improve a quality facility. The right encouragement, or even criticism, could dramatically alter agent performance, both for on-site employees and at-homeagents. However, knowing how to deliver feedback can be tricky.
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