SQC Video: Coaching CSRs with “Must Mouth”


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“Mush mouth” happens in every call center. A CSR rattles on in an endless stream of words that are completely unintelligible to the customer on the other end of th line. In this brief two minute video, Tom Vander Well provides a couple of key suggestions for coaching CSR’s with “Mush Mouth.”

Republished with author's permission from original post.

Tom Vander Well
Vice-President of c wenger group. In 29, Tom was named as one of the top 1 people in the call center industry by an industry magazine. He works with our clients as a senior SQA data analyst, training development leader and Quality Assessment specialist. Tom holds a B.A. degree in speech/communication from Judson University and has been with c wenger group since 1994.


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