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Redefining Contact Center Agents:Professional People, Productivity & Premium Customer Service

Redefining Contact Center Agents:Professional People, Productivity & Premium Customer Service

The right answer for Medtronic is that Premium Customer Service takes precedence over Productivity ANY day.But -in reality, I have to continually improve both service and productivity in my organization —I owe that to Medtronic. I am not judged nor are C.S. employees judged on “quotas”—we are judged on our service level and whether we are successful at continually improving our processes.


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