We looked at advice and research from a range of industry experts and influencers, as well as building on call centre insights from our team members, to highlight 3 important metrics.
We’re lucky enough to have team members with a wealth of experience at all levels within UK and global contact centres, which is invaluable in helping to make our training content more effective, and our technology more helpful. We got them together to get their thoughts on training and performance strategies.
We’ve chosen a range of contact centre solutions that should represent a complete toolkit for using technology to improve call handling, customer service and overall agent performance.
For managers looking to improve call centre performance metrics, leveraging the latest technology, such as unified desktop software and simulated systems, could be a very-wise business move.
Working on emotional intelligence (EQ) within customer service training for call centres should be a key part of your overall learning and development strategy. Abilities in this area are much more trainable that many people think…
Elaine Teal’s top 10 tips for effective call centre training based on what she has seen work for companies large and small over the last decade.
Buyers need to understand how to choose elearning technology for call centres that will meet their future needs, as well as their immediate requirements. There are three major points to consider…