Articles about training

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. 

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

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

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

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.

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.

Skill levels in the contact centre can vary considerably and product knowledge can often be poor.  With the internet and social media we sometimes find that the customer is more knowledgeable than the agent they are talking to.
So how do we encourage a learning culture in the contact centre?  Sarah Mackie provides some pointers.

Are your scripts switching off your customers?
Scripts can be an easy way to ensure agents say the right thing at the right time. But they could also be switching your customers off. If your scripts are guilty of any of the seven deadly sins below, it could be time for a rewrite.

You don’t need me to tell you that people are the key to success in your organisation.  But are we recruiting and developing people with the right attributes?
Paul Cooper provides a checklist for finding and developing the right people.

Nobody likes rejection -  it can feel deflating.   But selling over the phone requires you to be able to handle objections.   
Carolyn Blunt explains how it can be done.