Training contact center employees can be a challenge. It’s difficult to find the time and a constant pressure to train faster can compromise quality. It’s logistically difficult to pull agents for training while maintaining coverage. This leaves little room for error when you do get a chance to train. ICMI recently wrote an article on the three common mistakes that contact center trainers make. These errors slow training down, make it less effective, and can even cause training to fail completely. On the other hand, avoiding these mistakes can help your agent training programs deliver amazing results. A summary of that article is below:
Effective Customer Service Leadership
Developing effective customer service leadership – leadership that coaxes great behaviors and performance from your customer-facing employees – is a key to creating a successful customer experience. Micah Solomon, a customer service consultant, recently wrote an article on Forbes on how to transform the behavior of customer facing employees. A summary of that article is below:
Once you’ve gotten the ball rolling by hiring employees with the right potential, you also need a specific leadership mindset and methodology to bring out that potential fully. Let’s take a look at what’s involved and how you get this done.
It's an age-old question in contact centers: do you train your agents to be all things to all customers, and possess at least moderate skill in all communications channels and with all types of customers? Or do you emphasize their strengths and allow them to focus on the tasks and channels they excel in, leaving other channels and transactions to other agents who excel in those areas? Outbound Dialer Resource recently posted an article on which of these techniques works best in the call center. A summary of that article is below: