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TRAINING IN CONTACT CENTERS

News : Call Centre Agents to be Retrained to Better Assist the Public

#contactcenterworld

Ekurhuleni, South Africa, Aug 28, 2018 -- The metro is refining its service delivery machinery to live up to the expectations of its residents.

Following the recent launch of the service delivery app called My Ekurhuleni App, the metro is capacitating its call centre through retraining of agents.

This will allow the metro to continue to give excellent service to those who still prefer to talk to a call centre agent for assistance.

The retraining is aimed at addressing the concerns of residents about the treatment they receive from call centre agents and the handling of issues reported through the call centre.

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The agents will undergo retraining on the processes and procedures to follow when calls come through the call centre.

The call centre’s supervising personnel will also be undergoing retraining, which will ensure that they follow a standard procedure of listening to the agents’ recorded calls at least twice a week to monitor the agents’ interaction with callers.

In case of complaints, the supervisors are expected to listen to the call complained about immediately or within a reasonable time.

During the retraining, the call centre agents will be refreshed on attentive listening when taking a call and finding and providing relevant information to the caller among other things.

They will also be retrained on basic people’s skills.

To lodge a complaint or concern, a resident may send an email to callcentresupervisors@ekurhuleni.gov.za at any time.

The concern will be attended to immediately.

If it is established that an agent is at fault, internal disciplinary procedures will follow.

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://germistoncitynews.co.za


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Company LogoContactCenterWorld is The Global Association for Contact Center & Customer Engagement Best Practices. Today we have over 205,000 corporate 'individual' members have joined the association's website 'ContactCenterWorld.com'. We were established in 1999.
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Today's Tip of the Day - Promoting Your Brand

Read today's tip or listen to it on podcast.

Published: Wednesday, August 29, 2018

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2020 Buyers Guide Knowledge Management

 
1.) 
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Branches
Combines knowledge management with call support as continue improvement.

2.) 
eGain Corporation

eGain Knowledge + AI
eGain's knowledge management software, powered with Case-Based Reasoning, an Artificial Intelligence technology, lets you provide intranet or extranet access to the common knowledge base, enabling contact center agents to provide distinctive, productive, and brand-aligned experiences in every interaction, across all channels and touchpoints.

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FuzeDigital

FuzeDigital offers an affordable yet comprehensive knowledge base to answer your consumers' and staff questions. When assistance is needed, our email management system ensures your timely and accurate delivery of responses. Used by companies large and small that seek to deflect common questions while providing exceptional support.
PH: 425-649-1246

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Knowmax

Knowmax is a knowledge management software for enterprises. Customer service of any organization can leverage this tool to create, curate & distribute the knowledge at assisted as well as digital channels promoting self service.

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Synthetix

Increase customer loyalty, drive revenue and boost customer lifetime value with the Synthetix suite of AI-powered integrated customer contact tools.

Synthetix was founded in 2001 and since then has become a leading innovator in creating multi-channel online customer service software. We are also known as one of the pioneers for AI-driven Virtual Agent technology, creating Virtual Agents for companies like the BBC, Vauxhall, and Ford, comparable to Siri, Cortana and Google Now, before they became the norm.

We believe that customer service across all customer touch-points should be simple, efficient and, above all, consistent. Our technology has assisted in reducing our clients’ inbound...
(read more)
PH: +441279 5555 80
 
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