Learn From Agents’ Past Experiences 326 Filed under - Archived Content, Workforce Management (WFM) Here is an idea which will help bring new ideas into your contact centre. It is really easy to do things the same way just because “it’s the way we’ve always done it”. Having a long-established management team in place can also make it difficult to challenge processes or generate genuinely new ideas. A great way to expose yourself to a different point of view is to ask your new agents what worked well in their previous job. By gaining an understanding of how other companies have tackled similar problems, you can begin to make positive changes in your own contact centre. Author: Megan Jones Published On: 13th Oct 2015 - Last modified: 10th Dec 2020 Read more about - Archived Content, Workforce Management (WFM) Related Reports Report: Best Practices for Global Product Leadership in WFM and Intraday Automation Report: The Evolving Contact Centre Landscape eBook: Break Outdated WFM Paradigms eBook: Learn the Best WFM Practices of CX Winners Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter