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Contact Center Pipeline: April Wiita Shares Her Industry Expertise

April Wiita, vice president of Program Success at Working Solutions, knows the ins and outs of running on-demand contact center operations.

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In the December issue of Contact Center Pipeline (online and print), she shares her thoughts about ensuring high-quality customer service in the viewpoint “Improving Contact Center Operations: Happiness All Around – to a ‘T’.”

Wiita writes that well-run operations require several things, which include:

  • Fostering a caring culture to recruit, retain skilled agents and attract, keep clients.
  • Using degreed educators for onboarding to immerse agents in a client’s business.
  • Planning for the long term, treating agents as investments—not as recurring expenses.

“Whether it’s the holidays or business as usual throughout the year, the same principles and sound practices apply,” she believes.

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