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Deployment of any new CSM, CRM, or other customer management or call center software can be a stressful experience for everyone involved. New software leads to challenges on every level of an organization - Support representatives or other employees on the "front lines" will have to adapt to new processes on the fly, with only the prior skills/knowledge they have and the training they were given to fall back on. Management and Supervisor groups will have a similar struggle when dealing with reporting of KPIs and other metrics, as well as the stress placed on the entire organization during the 'cutover' to a new system.
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.
Welcome to the first installment of the SpiceCSM Blog, designed to deliver best practices, tips, tricks and industry news to all contact center and call center professionals.