Call Center Management: Best Practices, KPIs, Metrics & Roles
Balto
JANUARY 18, 2025
Hire for Grit and Empathy (Not Just Experience) Technical skills can be taught, but resilience and empathy are harder to instill. When hiring agents, prioritize emotional intelligence, active listening, and problem-solving over previous call center experience. Flip the script. Regularly celebrate winsbig or small.
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