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The report, taken from 546 call centres across 66 countries, says that agent capability is the most important factor for customer satisfaction.
Siva Pather from Dimension Data said that the general trend for call centres is towards service improvement - recruiting and training agents to better deal with complex customer enquiries.
Another trend in call centres is the time spent on motivational and social events for staff. Figures show this trend to be up by 37% over the last two years. Time spent in this way helps to improve worker retention and general team work amongst staff. << Archive
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