Expert Insights on Call Center Operations Management

Everyone
  • 6 videos | 21m 13s
  • Earns a Badge
Rating 4.5 of 358 users Rating 4.5 of 358 users (358)
Call centers have long been ground zero for customer complaints, so employees need the best customer service training possible. Top-notch training reduces turnover and increases the effectiveness of employees in customer service operations.

WHAT YOU WILL LEARN

  • Acquire insights on the importance of customizing your training based on the personalities and characteristics of the people you are training.
    Acquire insights on how to measure the effectiveness of call centers.
    Acquire insights on the importance of introducing stress in call center training.
  • Acquire insights on an effective way of reducing the stress new associates feel and helping them be successful.
    Acquire insights on how to lower attrition rates in call centers by building confidence in the new associates that are being trained.
    Acquire insights on how to use a simulated training environment to help prepare new employees to interact with customers.

IN THIS COURSE

  • Locked
    1.  Cultural Differences in Call Centers
    1m 31s
    Good customer service training is not a “one size fits all” proposition. Instead; as Rich Herbst shares; you need to fashion your training based on the personalities and characteristics of the people you are training. FREE ACCESS
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    2.  Measuring the Effectiveness of Call Centers
    3m 48s
    We all know it’s important to measure the effectiveness of our employees and systems. Rich Herbst explains a revolution in the way call center effectiveness is measured--a revolution brought on; in part; by the advent of social media. FREE ACCESS
  • Locked
    3.  Introducing Stress in Call Center Training
    3m 35s
    Training is always helpful; but it’s so much more meaningful and effective; explains Rich Herbst; when you introduce stress in a variety of ways. FREE ACCESS
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    4.  Reducing Stress in Call Centers
    4m 49s
    It’s not easy bringing new customer service associates along and helping them to feel comfortable and competent in their job. But Rich Herbst knows an effective way of reducing the stress new associates feel and helping them be successful. FREE ACCESS
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    5.  Building Confidence in New Call Center Employees
    3m 50s
    The cost of training customer service representatives can be high; because the industry has high attrition rates. Rich Herbst explains how to lower those attrition rates by building confidence in those being trained. FREE ACCESS
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    6.  The Use of Simulations in Call Center Training
    3m 40s
    Preparation is a key to success in any industry. And simulated training; says Rich Herbst; is invaluable in helping new employees prepare to interact with customers. FREE ACCESS

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