Reducing Costs in the Contact Center, Part 2 of 2
Targets for Potential Cost Savings
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Curt Barry
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Most systems training can be automated. Engage a consultant or an instructional designer to assist with training content development. Content is one of the most overlooked and undervalued parts of the process in a contact center. But it ultimately has the most impact on agents’ learning and, as a consequence, their tenures. Spend the time and attention needed to make this successful; it will only benefit the organization in the long run.
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