Training skills are absolutely vital in today’s global marketplace. Instead of training being viewed as a reward or punishment, savvy businesses and their centers are very aware that training is a necessary function. Why? Because they know their most valuable asset is their people! Maximizing, that asset is what training is all about. Happy, well [...]
(By Michelle O’Brien, with Ideas from Tony Norman) 1. Automate to offload as many routine calls as possible If you’re not looking at the types of calls coming into your center, you should be. Using ‘Reason’ or other classifying codes will help tell you why people are calling your center and your company. When you [...]
The future is here! Recently, Gartner forecast that 50 percent of customer service interactions would be conducted via a virtual assistant (VA) by 2015—this year! Chances are, you have already interacted with a virtual assistant or agent several times during customer service experiences. In case you’re thinking a VA is the same thing as a [...]