How to Improve Training Effectiveness In Your Contact Center

A recent ICMI article described how call centers and contact centers are taking a more prominent role in how a company engages with customers, with other departments and with the community at large. If a call center exerts more influence on product development and company policies, training of call center personnel takes on even more significance, and must be amended to achieve these cross-functional purposes. When devising future training practices, keep these thoughts in mind: 1. Maximize the Impact of Quality Monitoring A quality-monitoring program aids in agent training, but can also serve as a valuable data source that can shape company processes and organization. Make sure the knowledge gained from customers through call recording is put to more than one good use. 2. Consistency in Data Results How has quality monitoring impacted customer satisfaction, service levels, revenues or employee satisfaction? All of these elements are interrelated, but too often managers take a micro-view when a macro-view can lead to better improvements. Do not underestimate the connections between seemingly disparate goals. Quality monitoring data can be invaluable in establishing consistency in performance throughout the call center. 3. Check Results Once you’ve established best practices in both technology use and agent performance, make sure the guidelines that have been implemented are actually working. One way to do this is to arrange an independent evaluation of a sample of call interactions. If their results do not match yours, it may be time to make some changes. For more information about quality monitoring strategies, please download our new whitepaper.

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