3 Tips to Effectively Train your Call Center’s Agents

Posted by Rachel Brink on Feb 26, 2015 11:47:43 AM
Costing roughly $5,800 annually, employee acquisition and development is one of the more expensive and time-consuming line items on any company balance sheet. As it relates specifically to the call center space, an industry that has long been associated with extremely high employee turnover rates and low employee engagement, many managers have increasingly sought to mitigate the impact of low employee retention by enhancing the quality of their training programs. And with just a moderate 2% increase in employee productivity generally covering the entire cost of any training initiative, it’s hard to argue against the investment.
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Topics: contact center software, call center software, best business practices, virtual assist, agent productivity, agent retention, agent training, agent turnover, business intelligence, gamification, employee turnover, employee engagement, agent attrition, agent coaching

The Role of Multichannel Communications in the Contact Center Space

Posted by Rachel Brink on Oct 16, 2014 9:01:00 AM

According to Oracle, businesses following a multichannel customer care strategy achieve more than double (9.7 vs. 3.9%) year-over-year improvements in customer satisfaction, as opposed to those using only a single channel. While voice has always been the dominant mode of communication, with 98% utilization amongst businesses and the channel with the highest client satisfaction ratings across all generations, alternative means of communication are playing an increasingly important role within the customer service space.

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Topics: customer service, call center, crm integration, multichannel contact center, multichannel call center, email, contact center, social media, voice, chat, text, virtual assist

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