When researching companies, ask what is on their wishlist - Harvey Reese. Also, below are my notes to summarize components of a company when needing to organize your research about a company. I do not recall from where I gathered these notes.

Master the requird skills
work independently
(Agent) proficiency leads to profitability: Proficiency (compliance, customer satisfaction, average handle time)

Standardizations:
Measurments: 
Frameworks:
Mentor (ratio):
Training gap: what I know and what I need to know
Growth goals show progress

To succeed = Ability and motivation

Agents need to see what's coming down the pipeline.

Soft skills: personality, active listening, empathy, confidence.

There is also this article about Dell that offers brief lessons: https://www.cnbc.com/2021/10/06/billionaire-michael-dell-started-his-company-at-19-with-just-1000-here-are-his-top-lessons-for-success.html?__source=sharebar%7Ctwitter&par=sharebar

Link to another similar blog, that has more detail about Business processes and models (even though it stopped around 2012).

https://magnussonllc.wordpress.com

listening Mike (1.5 min)

listening Maria

listening Helen

listening Nick (1.5 min)

listening Petra

Listening Lesson

listening 1 - office

listening 2 - friend's house

listening 3 - pronuncuation of 'I'll' (I will)

Perhaps nothing can guarantee customer satisfaction.

A focused level of service includes trusting you can make a difference.

Moments of truth seem to be defining moments with customers. They can tell me how customers view my service. When is the moment of impact, find this out. Manage truths in a systematic way.

A Service Level Agreement (SLA) has two most important factors as: Quantity of support and Quality of support.

Electrical Meter Panel

A customer or company does not always know all its needs, but it does know when its needs are not met. And there are Business needs and Psychological needs.