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But an even larger problem in call centers is between-agent variation in behavior and results. [5] Agents differ in the amount of training and coaching they receive, they differ in the amount of experience they have, their jobs are repetitious and tiring, and the process and procedures the agents are supposed to follow constantly change.
The term "call center" was first published and recognised by the Oxford English Dictionary in 1983. The 1980s saw the development of toll-free telephone numbers to increase the efficiency of agents and overall call volume. Call centers increased with the deregulation of long-distance calling and growth in information-dependent industries. [11]
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At the same time, [24]7.ai acquired the call center automation developer Voxify, which had been based in Alameda, California, and was funded by investors such as Intel. [ 6 ] [ 7 ] In 2012, the company rebranded its business, adopting a new logo dropping the word "Customer" and putting square brackets around the "24". [ 8 ]
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Coaching is a form of development in which an experienced person, called a coach, supports a learner or client in achieving a specific personal or professional goal by providing training and guidance. [1] The learner is sometimes called a coachee.
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According to Institute of Management Consultants USA, "The value of a consultant [as compared to a subject-matter expert (SME)] [11] [12] [13] is to be able to correctly diagnose and effectively transform an often ill-defined problem and apply information, resources and processes to create a workable and usable solution.
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