For a contact center, customer experience is everything — and you depend on knowledgeable, confident people to create that experience. A large contributor is effective employee training and coaching: not just a fast, impactful onboarding experience, but also a constant, ongoing learning and coaching process that develops stronger agents. The result is consistent quality customer service, improved first-call resolution and reduced appeasements— all of which directly impact your business performance. Without this, you can run some pretty significant risks: from lost customers to reputation damage or errors that could cost hundreds or even thousands of dollars.
In this article, Carol Leaman shares nine keys to picking the best training solution to help improve the performance of your contact center.
This article appeared in Contact Center Pipeline magazine’s June 2016 issue.