English to Chinese Tech/Engineering IT (Information Technology)

McKesson relies on Witness Systems to both record calls and capture an agent's keystrokes. "We look at not only whether the agent's demeanor and approach in handling the verbal portion of the call was appropriate, but were they leveraging tools and technologies and entering data points," says Glover. For example, supervisors can see if agents are efficiently accessing the information they need to address customers' needs and whether they are entering all relevant data properly in the CRM system.
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