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Contents

  1. Call Center Training
  2. Call Center Training
  3. The Best Practices of Call Center Training: The Do's and Dont's
  4. Workforce Strategy - How AI Can Make Every Agent Your Best Agent
  5. ICMI: Your Partner For Call Center Training & Education

Agents often learn best by doing. Team up your agents and have them role play common call scenarios. Allow them to get their hands dirty playing with your product.

Call Center Training

Give them sufficient hands-on time to learn your call center software. These hands-on training experiences are essential to cultivating a capable workforce. Videos are a great way to engage your agent trainees. There are great how-to videos and videos you can use for icebreakers on YouTube. One of the best ways for call center agents to learn how to interact with customers is to hear recordings from previous calls.

Call Center Training

Choose recordings that will help you demonstrate a specific point i. Letting your new hires hear for themselves how more seasoned agents interact with callers will give them a better understanding of how they should too. Throughout the training program, consistently monitor agent performance and provide them with timely feedback. New hires should know exactly what is and what is not working so they can adjust their approach accordingly. According to The Global Call Center Report, experienced call center agents receive an average of six training days per year.

Make sure your agents keep their performance high by continually providing refresher courses, training on new products or software and training to enhance their professional development. Following the aforementioned 15 tips will help you enhance your training curriculum so your center agents can provide amazing service. Watch this on-demand webinar to find out how you can use both to nurture your investment in your most valuable resource—your contact center team.

The Best Practices of Call Center Training: The Do's and Dont's

Shauna has a doctorate in clinical psychology and a love of call center software. When she isn't creating content, you can find her screening Talkdesk talent and playing with her labrador, Buster. Call Center Best Practices Oct 31, Call Center Best Practices Oct 29, Call Center Best Practices Jul 16, Subscribe to the Blog Sign up for CX and call center insights delivered weekly to your inbox.


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Introduce the team Kick off training with an introduction live or video from the call center managing director, department heads, and agent supervisors. Educate your new agents about your business Your new hires should have a comprehensive understanding of your business, product and call center operations.

Workforce Strategy - How AI Can Make Every Agent Your Best Agent

Explain the importance of schedule adherence Most new hires have no idea how schedule adherence impacts the call center. Bring top-performing agents to training Encourage your top agents to come to trainings and give practical tips on how to be a top performer. Explain their role in building customer relationships A great way to enhance agent motivation to provide outstanding service is to help them understand the role they play in building customer relationships.

Training for Both Customer & Staff Retention

Teach agents call handling best practices New agents should be provided examples of appropriate greetings, transfer techniques and how to end a conversation. Teach agents call center etiquette excellence When your agents have a concrete understanding of what to say and what not to say, they will be more prepared to provide excellent service.

ICMI: Your Partner For Call Center Training & Education

Show agents how to find answers to their questions Have a knowledge base? Make sure your training is hands-on and practical Agents often learn best by doing. Use videos in your curriculum Videos are a great way to engage your agent trainees. Provide call recordings that demonstrate a specific point One of the best ways for call center agents to learn how to interact with customers is to hear recordings from previous calls.

Constantly evaluate their progress Throughout the training program, consistently monitor agent performance and provide them with timely feedback. Training never stops According to The Global Call Center Report, experienced call center agents receive an average of six training days per year.

Watch Now. Shauna Geraghty Shauna has a doctorate in clinical psychology and a love of call center software.


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