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CRM & ERP are automated customized application developed as per the requirment of organization and there are individual accounts of every person in the organization, so we can just retrive the data and can review it.
If I'm the leader of that team my action will be:
I should have " action plan " , every employee from the 50 knows well about it.
This plan includes the method we follow with the customer in the normal circumstances.
Includes also the actions should be taken with the customer in the problem circumstances.
also it should includes most of regular problems happen in order to train the 50 on dealing with problems.
Also my role as a leader is to check performance of the 50 according to the plan or not this will make a difference.
If the plan needs an improvement, so why not.
It's all about a good plan.
Make them clock in to the system, that way you will know what time they logged in how long they spent on the system. You can ask them what they were doing on it, to moniter and evaluate.
