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Consider having your agents nominate colleagues (fellow agents) for monthly awards for the best agent in the center. If you do this, devise an easy to use scoring template where factors such as ‘courtesy to customers’ ‘empathy’, ‘consideration for colleagues’, ‘ability to deal with calls without referring them on’ etc are criteria the agents use to make their nomination. If your agents are judging each other on such criteria, it could help to build in higher care for the internal, and external customer as well.
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