At a call center, you track a variety of metrics to ensure your call center agents are performing at the optimal level.
When it comes to serving your customers, you like to have options. In the past, you’ve relied solely on your customer service team to support customers. And they’ve done a great job, but you recognize that it’s a changing world.
Creating a corporate training program for your company is challenging. There are multiple training resources out there and it's difficult to know which will be the most helpful for your employees.
Many trainers and supervisors hate scripts. And who can blame them? Scripts have a reputation of causing:
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?”