Ever-growing numbers of contact centers are embracing digital channels to provide customers with access to information as well as the ability to self-serve. The majority of customers favor a self-service solution,…
Category: Contact Center Training
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Making Scripts Understandable Is as Easy as A-E-I-O-U
The caller is onboard. The customer service representative (CSR) is onboard. And it’s your job to roll out a script that delivers answers in plain language. The beginning is the…
in Advanced analytics, blog, careers, citizen experience, contact center, Contact Center Training, cx, CX Resources, employee engagement, employee experience, highpoint, human resources, In the News, interviews, john loughlin, magazine, news, Operations, Organization, social media, Strategy, training, Vice President0by
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Refining the Hiring Process
How to identify the best-fit candidates for your center. What leader wouldn’t love to fill his or her contact center with highly skilled customer service professionals who will stay for…
in Advanced analytics, blog, careers, citizen experience, contact center, Contact Center Training, highpoint, human resources, In the News, interviews, john loughlin, magazine, news, Operations, training, user experience0by
1987
How to Get Lasting Benefits from Temporary Employees
Hiring temporary workers for spikes in contact center demand is common. Companies across industries do so during the summer when permanent employees take time off, during the busy holiday season,…
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Want to Improve Contact Center Training? Try a Gamification Approach
Well-designed games permit users to develop directed, empathic responses to carefully crafted situations and permutations. These types of simulations are particularly useful when training customer service representatives (CSRs) in a…
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Contact Center Training Needs Technology and People
We’ve been programmed to seek out information via technology. But certain work environments require more than technology-based learning solutions. Technology helps us learn every day. We consult Siri and Alexa…