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It’s hard to sometimes justify taking agents/reps of calls for any meetings at all, yet just like other teams within your organisation, they need to be brought together for regular briefings. This helps to bring them all up to date with events in the company and also gives them a chance to share their views. Make time for your staff, no matter what the operational pressures! Often training focuses on what we do wrong. It should also cover what we do right and picking several of the best calls and playing them back to agents as examples of what they should do focuses on some of the positive aspects of the contact center. Sometimes pass on the tape of good calls to the senior management – especially those who are quick to criticise you and your team when things go wrong as they sometimes do
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