by Christa Heibel | Aug 7, 2019 | Call Center Operations, Training & Development
The goal of contact center agent training is to equip agents with the knowledge to perform their roles and provide a high level of service to help ensure customer satisfaction. Knowing how to measure the effectiveness of agent training is key to discovering how the...
by Christa Heibel | May 22, 2019 | Business Practices, Call Center Operations, CSAT, Culture, Customer Experience, Technology, Training & Development
Coming into the half way mark of 2019, I thought it would be the perfect time to look into some of the current trends in the contact center industry and what we can expect going forward. If you’ve been following the CHCG blog, you know that much of our focus is on...
by Christa Heibel | May 15, 2019 | Customer Experience, Training & Development
In one of my earlier blog posts this year, I talked about why your agents are the foundation and future of your contact center business. I also discussed best practices to incorporate in selecting, on-boarding, and developing your agents. In today’s post, I’m...
by Christa Heibel | Jul 10, 2018 | Business Practices, Strategy, Training & Development
Contact Center managers must understand the importance of having effective and ongoing training in place for agents. Training is what enables agents to handle customer conversations with confidence, professionalism, and the ability to resolve queries in a way that...
by Christa Heibel | Jul 3, 2018 | Call Center Operations, Culture, Training & Development
Your contact center is central to your customer service delivery and the overall customer experience, whether it’s through the phone, email, chat, or social media. Taking the analogy of a car as an example, while your contact center can be considered the car exterior,...
