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It is refreshing to see agents are trained more than 2 times a year. I wonder if training is focused on product/process updates or soft skills to improve the customer experience. I believe having a good balance between the two types of training is important!
I'd love to hear from those who are training their agents more than 2 times per year. What topics are of most interest? What types of training are involved? How do you measure your successes?
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