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March 2012, Vol. 1, Issue 3

Team building boosts contact center agents’ performance

Even though contact center agents spend their days interacting with customers, it’s easy for individual agents to feel isolated and alone -- despite sitting next to dozens or even hundreds of other agents. Can team-building activities in the contact center result in happier, more effective agents and better customer experiences? If so, are contact centers interested and willing to rise to the challenge? “The answers,” said Donna Fluss, president of DMG Consulting, “are multi-tiered. Are managers interested? Yes. Are they willing to spend money on it? Not so much. But should they? Yes.” “Team building is essential, particularly if you have at-home staff because those people need to feel as if they are part of the organization,” she said. “There’s always a balance that you have to make in investing in your staff and keeping your costs down.” Backcountry.com team building For Backcountry.com, an outdoor gear retailer that also runs several one-deal-at-a-time channel sites tuned to sports enthusiasts, team building in the contact ...

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