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"Weighing the Pros and Cons of Cross-Trained Contact Center Agents"
Should you cross-train your contact center agents? Or should they be dedicated to one client?
One of the fundamental questions that gets asked in the call center services procurement process is: will we have a dedicated team of agents or will they be shared? It’s a great question and seems pretty straightforward, right? A dedicated team is always the best solution … or is it?
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