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?”
I played volleyball for three years before I had a coach who properly taught me how to spike a ball. While I could hit the ball in middle school, there wasn’t any power behind those hits.
There are things in life that I would be happy if they never ended. Peaceful nights relaxing around a fire at a cabin come to mind. Or having endless seasons of Gilmore Girls.
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 use style guides in our day-to-day lives. You may not have noticed because it is such a natural part of communication. No matter which industry you work in, writers use a certain set of written rules.
