Articles about training

Customer role plays

Carry out customer role plays. These can be useful for induction training but may also be helpful when bringing in a new process.

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Mistakes happen – now learn from them

If you want your centre to progress, you need to let your team know that it is OK to make mistakes, as long as they learn from them. In this case actions really do speak louder than words.

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Training Cheat Sheet – Closing Techniques

This week we launch the second series of downloadable training materials, a cheat sheet on closing techniques.
This training module will help you to:

Use a couple of closing techniques
Make recommendations with confidence
Use benefits to encourage a customer to buy

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Top customer service strategies – No.1 Recruit and train the right people

Some people are better than other people, especially at service, and some people are incredibly better than other people: it’s your job to find them, recruit them, train them, and keep them. Here are some tips on how to do it.

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How to develop leadership in the contact centre

As we know, the role of the team leader is crucial to the effective development and retention of talented front-line agents. Whilst the remit of the ‘leader’ role will vary depending upon the size of the organisation, there are some consistent elements common to most team leader roles. Carolyn Blunt tells us more.

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Training Cheat Sheet – Emotional Intelligence

This week we launch the final cheat sheet in the series of downloadable training materials on Emotional Intelligence.

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Customer service – the disconnect between spin and reality

Want to understand why customer service doesn’t get better? Paul Cooper highlights a key disconnect.

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Training Cheat Sheet – Effective Questioning

This week we launch the second cheat sheet in the series of downloadable training materials on Effective Questioning Techniques.

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Strategies for developing and retaining talent in the contact centre

According to Contact Babel, some UK regions can employ up to 5% of the local population in contact centres.
With such stiff competition for contact centre staff, how do we ensure that we can develop and retain talent? Carolyn Blunt outlines a blueprint for talent development.

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Training Cheat Sheet – Handling difficult customers

We have had a number of requests from our readers to provide more training materials. We are lucky to have been supplied with a number of training cheat sheets by Rob Wilkinson of Call Centre Connect.

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