Call center agents and managers often share with the author why they have chosen careers in customer service. The reasons agents cite often include flexible hours, opportunities for career growth, and most important, the fulfillment that comes with helping people. Call center managers who pay attention to qualitative attributes of calls are better advocates for customers, and for the agents who assist them, than managers who limit their analysis to quantitative metrics. Call centers have come a long way since the 1990s in their ability to integrate quantitative and qualitative observations. Yet even qualitative observations are inadequate if the only people who have the opportunity to listen to or evaluate agents' interactions with customers are in your call center.
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