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Call Center Training—Teams & Quality by Nancy M. Giere

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Chapter . Developing Call Center Agents

Want to set your organization apart from its competitors? Investing in a call center might be your answer. Possessing a well-run call center with the capacity to handle a large volume of customer transactions while maintaining a high level of service quality can give you that competitive edge. Because our everyday context for doing business has changed from over the counter, in person transactions to over the phone or Internet transactions, call centers have metamorphosed from a business cost to a competitive advantage. New and existing customers contact call centers worldwide to request service on business or personal equipment and to purchase new products and services for their homes or businesses.

The ...

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