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Vice President, Corporate Marketing & Communications
Workforce Management Analyst
Agents Are Still Important!
Remember, although there have been many enhancements in technology and new access channels for customer to contact your company, the agent still plays a key role in making or breaking the customer relationship. It is therefore vital to make sure you invest in them otherwise your systems may be great but if the person I speak to is unhelpful, not interested, rude, etc. I will take my business elsewhere.