A well-trained contact center can be the difference between gaining more customers and losing customers. Customers want a well-educated agent when they contact a business. They want to know that the person answering their questions knows what they are talking about. Training your staff and giving them the information that is needed to effectively assist your customer base is paramount.
There is a very common saying, ‘Attitude reflects leadership.’ A manager sets the tone for the whole staff. If a manager shows the staff that having the appropriate information is important, it will be more likely to be utilized.
In order to help your staff be the best contact center possible by creating an open culture, knowing the goals of the company, knowing your employees job duties, and being able to identify additional training opportunities, managers have to be vigilant at all times for new information needed, and new ways to deliver that information.
By the end of this course, participants will:
- How to get management involved in training.
- Why peer training works.
- That manners are important with a contact center.
- How to build rapport with the callers.
- How to deal with difficult customers.
Who Should Attend: