July 30, 2015
Customer experience training combines an impactful concept, customer experience, with the locus at which it is most impactful—frontline customer service staff.
July 22, 2015
The first day of work can feel like a scene from Alice In Wonderland. You don’t know anyone. There are endless forms that don’t make a lot of sense. Everyone else seems to know exactly what they’re doing, while your head is swirling like a Mad Hatter’s tea party. A month down the road, you may still be fuzzy on processes that seem clear to everyone else. Worst case, the Queen of Hearts yells, “Off with her head!!”—and you don’t even know what you did wrong.
July 20, 2015
You would be hard-pressed to find a contact center that didn’t require agents to be trained in the basics of customer service and company policies and procedures prior to beginning working independently. A lot of money, time, and resources are invested in making sure agents are minimally competent to interact with customers and provide decent customer service. In an industry that is plagued with high turnover and low employee morale, it is no wonder that contact center managers are often exasperated. It is easy for a negative loop to develop where a manager is challenged to adequately staff the contact center, and thus customer frustration escalates.