Call center agent empowerment leads to customer satisfaction and customer retention

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Call center agent empowerment leads to customer satisfaction and customer retention

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How many of you remember getting a gold star from your teacher for good work or good behavior?  I remember thinking that the tiny little symbol filled me with a sense of pride for a job well done.  What we find over and over again in our External Quality Monitoring programs is that call center agents…

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About Dr. Jodie Monger

Jodie Monger, Ph.D. is the president of Customer Relationship Metrics and a pioneer in voice of the customer research for the contact center industry. Before creating CRMetrics, she was the founding associate director of Purdue University's Center for Customer-Driven Quality.

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