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The Missing Ingredient: Autonomy in Your Contact Center

Posted by Linda D. on Jul 21, 2015 8:46:12 AM

Right now this is how your data center operates: You hire agents, who answer to managers, who answer to supervisors, who answer to the C-suite. It’s a top-down system, which is held back by a thick wall of middle-management. Because of this wall of middle management, innovation has come to a standstill in your department.

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Topics: Customer Relations, Autonomy, Customers, Customers-How To

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