Expert Insights on Call Center Operations Management
Everyone
- 6 videos | 21m 13s
- Earns a Badge
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
-
1. Cultural Differences in Call Centers1m 31sGood 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
-
2. Measuring the Effectiveness of Call Centers3m 48sWe 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
-
3. Introducing Stress in Call Center Training3m 35sTraining 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
-
4. Reducing Stress in Call Centers4m 49sIt’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
-
5. Building Confidence in New Call Center Employees3m 50sThe 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
-
6. The Use of Simulations in Call Center Training3m 40sPreparation 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
EARN A DIGITAL BADGE WHEN YOU COMPLETE THIS COURSE
Skillsoft is providing you the opportunity to earn a digital badge upon successful completion on some of our courses, which can be shared on any social network or business platform.
Digital badges are yours to keep, forever.
