CONTACT CENTER AGENT TRAINING Ensure your support agents receive comprehensive training across programs and platforms and equip them with the necessary product knowledge to excel as representatives. Of course, you cannot turn every contact center agent into an expert on every product or service you offer, so providing agents with the right tools and training on how to best utilize those tools, such as a knowledge management system, is essential for handling customer issues effectively. Knowledgeable call center agents display confidence and earn the trust of customers, resulting in increased satisfaction. • Effectively Navigating Your Knowledge Management System • De-Escalating a Customer Interaction • Empathy and Active Listening • Sales Training Critical trainings for your industry may or may not include:
• Leading Teams to High Performance • Exceeding Customer Expectations
• Establishing Rapport • Needs-Based Selling • Project Execution Support
It’s also important to cross-train agents whenever possible. Call outs, unforeseen events, and other service level-impacting elements can create a need for expertise in another department at any time. If your agents are trained in more than one department, you’re guaranteed to have a built-in safety net for support without sacrificing the customer experience or taking a hit to your call center FCR rate.
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