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Expert Agent (Call Routing (Region Specific, Accurate, Accurate…
Expert Agent
Call Routing
Region Specific
Accurate
Accurate forecasting
KPIs
QA
Customer Effort
Customer Advocate
Considered Larger Relationship
Next Issue Avoidance
Compliance
Reg E
Self Service Promotion
Cross Sale Promotion
Performance
Efficiency?
Adherence
Availability
Development
Training
Understand full policy life cycle
Accurate knowledge checks
Coaching
Correlated to primary KPIs/G&Os
Regular/ongoing
Tailored to individual strengths/opportunities
Incentive
Reporting
Knowledge Management