Team Exercise Group Exercise
Listen to a call from one of our agents
Step 1
On a flipchart document the process steps taken on the call by our agent
Step 2
Can you identify any process breaks from the agent? What risk could occur if just one of the required process were not followed? Once documented, as a group review and discuss the documented steps. Once in agreement that all steps have been captured, move on.
Step 3
Step 4
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