with customers. Agents record a sampling of five or six calls to be reviewed with their supervisor or another peer to evaluate their ... aquot;These are inbound customer calls only. ... They needed their supervisors to tell them they were doing a great job, and monitoring provided an additional ... of measuring the quality of service that representatives in their new customer services center provide to consumers.
|Title||:||Human Resources 95/96|
|Publisher||:||McGraw-Hill/Dushkin - 1995|