A common misstep made by companies outsourcing for the first time is to manage BPO agents exactly as if they were internal agents. There are certainly some program elements where this is appropriate, such as training and providing recognition. But it is not wise to directly discipline, penalize, or […]
British Student Phone Number List
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AI can analyze empathy and voice in real-time to automate note taking and guide agents, allowing for more organic interaction and empathetic sentiment across conversations. The reality is that people don’t always think in an A-to-Z fashion in the way a script is constructed. When a conversation is guided, rather […]
