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Star employees in the contact center may set records on their own, but their true potential can only be tapped when their strengths are combined with the abilities of a supportive and collaborative team. Despite the independent nature of call center work, many organizations can benefit from team spirit and collaboration. Managers can encourage their employees to work together by setting team goals alongside individual ones, empowering both agents and back-office employees, and creating easy channels of communication between coworkers. Best practices supporting teamwork motivate employees to pursue continuous improvement and create a more pleasant, profitable workplace. Rather than managing a group of employees, turn them into a true team: one that is focused, engaged and collaborative.
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