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How to Use Quality Scorecard Data to Drive Improvement
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Don't do ANYTHING until you have done these 10 things!
Learn Why Customers Contact
Involve Agents in Strategy
Fix 3 Common Process Problems
Make Customer Feedback Visible
Train your Team Leaders Well
Stop the Obsession with Efficiency
Stop Firefighting - Start Planning
Write the Business Case
Give Agents the Right Tools
Create a Positive Culture
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