Articles with 'training'

Are you preparing your contact centre agents to compete with robots

Preparing your Contact Centre Agents for competition

April 18, 2017 Last Updated: January 1, 2020
Daniel Ord

With the increase in customer automation, are you preparing your contact centre agents to compete with robots or simply just let them be replaced?

4 Questions to ask before launching live chat

4 common questions when launching live chat

October 3, 2016 Last Updated: December 31, 2019
Carolyn Blunt

We’ve got the 4 of the most common questions (and answers!) when launching live chat into your business helping you to improve the customer experience, lower costs and increase sales.

Civilian Call Takers

August 18, 2016 Last Updated: March 20, 2020
CX Central

There is a looming dispute over ACT Emergency Services call centre with the ACT union claiming civilian call takers are risking lives with plans to replace firefighters with trained call centre professionals to handle emergency calls.

Live chat training tips for your call centre

July 25, 2016 Last Updated: November 30, 2019
CX Central

If you offer live chat from your call centre, these 13 live chat training tips will ensure your team operate efficiently and deliver great customer service.

Stop promoting call centre agents

August 25, 2015 Last Updated: January 7, 2020
CX Central

It’s a common call centre career path but there are some compelling reasons why you need to stop promoting call centre agents into Team Leader roles.

Why ongoing training is critical for success in call centres

Why ongoing contact centre training and development is critical for success

August 24, 2015 Last Updated: November 24, 2019
CX Central

Most companies realise an induction program is critical, but ongoing contact centre training and development can be even more fundamental for long term success.

4 tips for developing effective team leaders in the call centre

4 Tips to developing effective Team Leaders

November 27, 2014 Last Updated: July 15, 2020
CX Central

They perform one of the hardest jobs in the contact centre so we’ve got 4 tips for developing effective Team Leaders to ensure they are successful.

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