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Tech and Sympathy

Motorola’s service reps had technical chops but needed a refresher in social skills to handle customer calls. Call-resolution rates have now climbed nearly 60 percent.

January 26, 2009
Related Topics: Behavioral Training, Career Development, Employee Career Development
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Motorola’s service reps had technical chops but needed a refresher in social skills to handle customer calls. Call-resolution rates have now climbed nearly 60 percent.
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