Micromanaging

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How to Detect Call Avoidance Without Micromanaging

When call center reps avoid taking calls, it creates problems across your entire operation.  Customers get stuck on lengthy hold times, the call queue gets longer, and other reps have to step in and shoulder a heavier workload to keep pace. With call avoidance, the bad reps take a break, while the good ones get burned out. And the reps…