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Owning the Relationship - How Empowering CSRs Improves the Customer Experience Posted by Customer Passion LLC | October 4th, 2005

Reward CSRs based on customer satisfaction, rather than on “productivity.” This may take some creativity in developing your bonus and motivational programs- you may need to monitor calls, use customer satisfaction surveys, or employ “mystery shoppers” or use other means besides call volume and sales volume statistics, but this is well worth the time and effort.

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