Is compliance important at your company? If you need employees to be compliant with policies and procedures, then you are probably nervous about mistakes resulting in:

When we talk to call centers about which metric is most important, it depends on their overall goals. While there are dozens to choose from, and all of them are important, sometimes one metric sticks out more than others.

1. Include behavioral interview questions Include behavioral questions in your interview that help you decipher whether an employee would be a good fit and if they could have success in your contact center.

Every day, your employees are performing thousands of transactions and interacting with thousands of customers. And because of the nature of financial services, when employees make mistakes it can result in lost money, fines, a loss of trust, and audit findings.

One of the most difficult things to do in life is watching somebody else do a task that you can do well.

Now that your company has decided to use ScreenSteps for your knowledge base, you need to train all of your employees how to use it. And you’re wondering, “Does training look the same for tenured workers as it does for training new employees?”

If you work at a bank, just mentioning the word, “compliance,” has you on the edge of your seat.

Every day, your frontline employees are performing thousands of transactions and interacting with thousands of customers. And because of the nature of banking, when they make mistakes it can result in lost money, fines, a loss of trust, and audit findings.

Phase 1: Basics of the intake The first scenario you’ll want to teach your new call center agents how to handle is the intake script. That is the most basic part of the call in a contact center. But, it’s also the most difficult for new reps to master because it often requires reps to control the call.

“We need to hire more call center agents.” Those words can send a shiver through any hiring manager. These days, of course, call center hiring managers are getting used to it because they are in a constant stage of hiring agents.