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A company would not stand without its customers, a fact well known among contact center leaders who strive to create the best possible experience for those who call in with questions or problems. A supportive and rewarding agent encounter can lead to new sales and valuable goodwill; a poor agent encounter can lead a customer straight to the competitors. The person making the difference between the two encounters is the call center agent. Therefore, thorough training is absolutely essential, both on “soft skills” and on the multiple applications required for a typical customer experience.
In the last 10 years, the customer service industry, across all verticals, has seen a drastic increase in the use of remote agents. This rise in popularity stems from many reasons, the main ones being lower costs, improved agent satisfaction, scalability, and advancements in technology. Each one of these factors has had a great influence on the way companies provide support to it's customer base. Now that the remote agent has become so commonplace, customer service groups are looking for ways to reduce costs of at home agents, especially the start-up costs associated with deploying service agents across the US and the world.
New hire call center training represents a significant investment for many contact centers with typical training times ranging from two to six weeks or even more. Fortunately, there are ways to train new hires faster and improve their on-the-job performance.
We have entered the age of Big Data where massive amounts of data are being collected and stored. With the ever increasing pace of technology the amount of data being collected will also expand exponentially. However, this data is often housed in multiple locations. How do you get it to all work together and better still how do you get to the data you really need in a quick and effective manner?