THE SECRET INGREDIENT, Secret No More
It is universally accepted that consistent and exceptional quality is a product of the best-in-class practices executed by “the best.” But this fact doesn’t do leaders any good if they lack the quantifiable, data-backed blueprint to develop and drive top-tier quality within their unique space. Determined to discover the secret ingredient to the development of high- performing supervisors and managers, our experts performed an extensive data analysis to identify and understand the DNA make up of “the best.” What does DNA do best? It replicates. Once we had this understanding, our data scientists took the reins and began developing the perfect DNA profile and the process for replication in cross-industry contact centers across the world.
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