Contact Center Coaching

Hark the Herald Agents Sing: It’s Holiday Season in the Contact Center!

by Patty Isnor in Agent Insights, Call Center Agents, Contact Center Coaching, Holiday Customer Service, Patty Isnor

Heading out of the office this holiday to grab some eggnog and enjoy the lights? While so many of us are off celebrating the festive season for days at a time, there are scores of people on the frontlines working to keep everything running smoothly in industries ranging from health care, to transportation, to broadcasting […]

 

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What Your Outsourcer Should Tell You About Managing Contact Center Agents: A Client’s Guide

by Kim Campbell in Call Center Agents, Call Center WFM, Contact Center Coaching, Contact Center Outsourcing, Customer Service Outsourcing, eBook, Kim Campbell

Trusting an outsourced contact center with your brand takes more than a well-crafted RFP. Putting your customer service in the hands of unknown agents requires a thorough understanding of what goes on behind the scenes. More than just hiring and training them, you need to know how your outsourced partner is managing contact center agents […]

 

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What Your Outsourcer Should Tell You About Training Contact Center Agents: A Client’s Guide

by Patty Isnor in Agent Recruiting, Call Center Agents, Contact Center Coaching, Contact Center Outsourcing, eBook, Patty Isnor

You already know that the quality of your customer service depends heavily upon the quality of your customer service agents. But it’s easy to imagine that you can solve that problem by building a robust agent profile and a strong hiring strategy. Spoiler alert: It’s not that easy. When you’re outsourcing your contact center, the […]

 

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