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If you are looking at tracking performance then make sure that you let the results be available to all of your staff and not just the management. Secondly, set the objectives of what the business wants to do, but get buy in from everyone in the business, even at the agent level. Finally don’t look at productivity as the only measure of success. Often the softer targets are as important as the number of calls answered or the length of the call. - Charles Sweeney of TSC Scotland and Rosemarie Turley of Performix
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