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A best practice to improve Customer Experience (CX) performance is by recognizing CSR behavior and basing rewards on Voice of the Customer (VoC) survey results with a recognition program. Recognition needs to be provided in a frequent, descriptive and impactful manner so that CSRs know what they are being recognized for, and in turn, CSRs are motivated to continue using the behaviors that helped them achieve results.
Andrea Pow, BComm.
Senior Vice President of Client Advocacy
WEBINAR - Recognition Changes Behavior