Articles about training

Call centres are all too often associated with being a hub for complaining customers.
Gabe Morahan shares her top tips on how to deal with customer complaints.

Call scripting is used in around half of all contact centres.  Get it right and nobody would know that their call is being guided.  Get it wrong and the call can sound stilted.
So how can we develop the best script for a contact centre?  We asked two experts for their advice. 

In advance of our Call Scripting Webinar next week, Martin Hill-Wilson tells us how a great script remains invisible to the customer throughout an interaction.

We have already looked at the Top 25 positive words and phrases so we thought with speech analytics and emotion detection being in the spotlight, we would look at the key words and phrases that customers use to express their dissatisfaction.
This might help with agent training….

A good customer experience is critical in maintaining a steady and satisfied customer base. Problems will inevitably happen, which is why it is vital to ensure that your complaints resolution procedures are robust.
Jane Langan and Derek Bishop explore one of the most difficult aspects of complaints resolution – how to recover from giving incorrect advice.

In an era of pre-written scripts, tight procedures, strict call times and intelligent software, it’s difficult to avoid “robot syndrome”.  Tom Robinson examines, how we can stay as ‘fresh as a daisy’…

There has never been a better time to train our call centre staff.
We asked for training tips and have been amazed by the response.  Here are the 44 great tips we were sent…

Rapport building is an integral part of the communication process. Lack, or absence, of rapport can fundamentally affect the outcome of any conversation.  Christine Knott shares her top tips with us…

Peter Laurie of Power Partners Development reports on the secrets of building a performance-focused training department.
Avoiding “The Sheep Dip”
It is a fact that many call centre agents are still being subjected to the age-old training ritual of “sheep dipping”. This is a process by which employees are “refreshed”, “cleansed” and

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.