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Introduce agent self-evaluation

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Filed under - Jonty's Tips,

A powerful technique to improve performance is to introduce agent self-evaluation.

People are more critical of themselves and can take more ownership of the calls and how they are handled.

This is very powerful as it gives agents the ability to change their own behaviour.

Published On: 21st May 2013 - Last modified: 13th Jul 2017
Read more about - Jonty's Tips,

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