Laura and Katherine Leo, aka Kat, Director of Marketing for BluChip Marketing, shared their experiences as call center agents “back in the day.”
They both agreed that what they learned about customer needs/expectations and how employees want to be recognized and appreciated developed into their guiding personal and professional principles. Working in the industry helped them define their career paths and understand the valuable role of a mentor.
Agents are clearly happy if they are trained, positively coached, empowered and have the product knowledge to help satisfy all customer expectations.
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