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Internet Retailer: A good call center agent who is courteous, knowledgeable and professional when the pressure is on is hard to find and even harder to keep. That's why online retailers are working smarter to recruit more qualified agents and motivate their best reps with higher pay, better benefits and more career advancement. To keep pace with increasingly sophisticated Internet shoppers, Web merchants also are adding more online self-service tools, handling a higher volume of customer service activity and reducing the time it takes to respond to e-mail messages.

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