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There are many attributes that make up a good agent, but what are the ones that best predict success? Identifying these attributes and then seeking to find them in candidates will help enable finding the best people for the job. And those agents who are successful in their role are more likely to stay at your company and advance along the defined career path. Improved morale and reduced turnover are key benefits that alone can significantly improve productivity.
The right combination of attributes is not a universal one and typically this will vary by role. What role does best with which attribute set? Understanding the answer to these questions will help you make sure the right people are matched with the right role. Increasing employee satisfaction and reducing turnover which having positive impacts on the customer experience and center productivity.