Should You Hire Experienced Call Center Agents? The Data Says No! Part 3
Previously, we discussed the challenges experienced call center agents face with Discourse. Discourse and Interaction are what language experts call ‘performance domains’, while Language and Pronunciation are ‘proficiency domains’. Performance domains, like Discourse and Interaction, focus on how well someone uses language in real-life scenarios. On the other hand, proficiency domains, such as Language and Pronunciation, […]
