Amanda Green looks at why you might not be seeing the best results from your agents’ training sessions. There is a great deal of pressure on agents not only to provide the right advice to customers but also to deliver excellent service levels. Yet many companies find that, in spite of significant training, agents still

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Cognisco use Multiple Response Questions (MRQs), but what are the differences and similarities between these questions and Multiple Choice Questions (MCQs).  They are similar in respect that they both comprise of a question stem with numerous responses.  The differences, however, are: Multiple Choice Questions   MCQs give the individual taking the assessment a number of

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