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See how Navy Federal Credit Union moved away from your traditional quality scorecard into a more progressive model, by eliminating the score from the scorecard. In an article published by ICMI, NFCU decided to improve their quality by shifting away from the old...
This is a great article published by ICMI on what you should be looking for in outsourcing a trusted contact center partner. The piece about the agent workforce is very insightful, detailing how technology is stepping in to handle tier 0 interactions, leaving agents...
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