How To Scale The Top Performers w/ Randy Clapp, Advantage Communication

Randy Clapp and Marc Bernstein talk about the future of voice in the contact center, how to help agents retain training, how to scale your top performing agents to the rest of your team, and the time lag problem with agent coaching.  Randy Clapp is Chief Revenue Officer at Advantage Communications, a BPO that consistently achieves Net Promoter Scores of greater than 45 points and 85% first contact resolution.