Audio Podcast: Weekly Podcast February 12, 2016
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Recording calls in your contact center is a valuable way to assess quality and develop great service. Some contact centers have to record calls because of legal or other reasons, others choose to do so to increase quality. If you do record calls, let your agents, not just the quality monitors’ to listen to their own calls – you may just find that most agents tend to be more critical of their own calls than your quality team!
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