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Glossary | M | What is management by walking around mbwa

What is Management by Walking Around (MBWA)?

Management by walking around (MBWA) is when a manger or any higher authority walks through the call center to participate in the work related issues. It can also be to supervise contact handling and performance of agents. MBWA helps in the growth of organization as managers walk in the floor to understand qualitative issues, underrated/listen to suggestion and complains and so on.

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