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.