We’ve all heard about those coaches who shout the odds while dictating to call centre agents exactly how they should behave on the phone. And we all know how ineffective they are. Here, Jonathan Wilson offers up ten recommendations to help you do just that. (more…)
Question: We all know that call centre work can be monotonous. What I’m interested to know is how I can go about giving refresher training to customer service representatives who are starting to get bored and to hate their job? Can you recommend a style or approach that will help re-engage them? And what is the best way for me to deliver such a refresher programme? (more…)
In this new column dedicated to investigating what to think about when buying a particular piece of technology, we ask three key vendors for their advice. This month we kick off with e-learning, with some interesting responses from Atrium Communications, Broadband Learning Solutions and Witness Systems. (more…)
