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Beth Gauthier-Jenkin, The Vice President of CustomerCare at Gopher Sport recently generated a wonderful culture dialog via email. From Jeremy Hyde: How do your leaders calibrate on what they “coach” on and how/when they approach it? This became a powerful tool for those leaders who followed the charter going forward.
It may be a valuable tool for establishing standards against which the customer relationship center can push its customer service goals. While AHT is generally used to determine the duration of a client’s phone conversation, a business that uses an omnichannel strategy for customercare can compare phone support to other channels.
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