Special Report - Operations & Fulfillment: Rethink Your (Web-Influenced) Call Center
New tasks require analysis of CSRs' experience and salaries
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Liz Kislik
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Then explore the operations sideline tasks your more tenured reps actually do, whether they’re dealing with back orders, credit problems or helping peer-based training. Are they allocating their time both accurately and effectively? Review whether performance standards for both call handling and side tasks are being met, and consider whether the standards should be more rigorous.
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Liz Kislik
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