Despite myriad opportunities to interact with companies via email, SMS, and chatbot, many customers still want to hear a human voice over the phone. Sometimes this is a matter of…
Tag: customer service representative
in blog, Contact Center Training, derrick spires, doug taylor, Gamification, In the News, news, Strategy, Thought Leadership, training0by
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Want to Improve Contact Center Training? Try a Gamification Approach
Well-designed games permit users to develop directed, empathic responses to carefully crafted situations and permutations. These types of simulations are particularly useful when training customer service representatives (CSRs) in a…
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Contact Center Training Needs Technology and People
We’ve been programmed to seek out information via technology. But certain work environments require more than technology-based learning solutions. Technology helps us learn every day. We consult Siri and Alexa…