Call Center Customer Service Training

Efficient Call Center Training Since 2001 The Call Center …

Web“The Call Center School has been our go-to training provider for the past two years. They deliver soft skill and customer service content for our agents across phone, chat and …

1. Embrace continuous training. The most successful contact centers are abandoning point-in-time, one-size-fits-all training programs. Traditional onetime, classroom-type call center training, delivered to all new agents over the course of one or many days, falls short because most people forget what they’ve learned over time.
2. Leverage technology to make customer interactions valuable training sessions. Incorporate effective continuous training for new hires and call center veterans that includes
3. Empower agents with customized training. Regardless of their experience level, agents need to quickly master the latest contact center technologies and approaches.
4. Don’t overlook the value of soft skills in an agent’s skill set. Contact centers are often staffed by a mix of seasoned and new agents assigned to different roles requiring specialized knowledge and skill sets, including both direct skills related to product knowledge and tools, but also soft skills like effective communication, collaboration, critical thinking and leadership.
5. Equip managers and supervisors with regular insights on performance. Traditionally, contact center supervisors have reviewed a sampling of customer interactions and provided agents with feedback.

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