Today's "Employee Development Tip" is a tried and true method for training call center agents.
Allow your agents to hear themselves.
Typically performance gains realized from listening to themselves speak to customers are one of the first benefits recognized after implementing Virtual Observer.
Often, the agents will be more critical of themselves than even their supervisors would be.
Supervisors can make a playlist of all of their recordings available to them and they can listen to them when they have downtime. You could give them a goal of self-evaluating eight of their own calls a month.
Supervisors can share scoring improvements from month to month since they've begun listening to themselves speak
This blog features many contact center industry news stories and also assembles tips for improving agent performance and customer experience, helping teams evolve into world class contact centers. It's an open forum for call center supervisors, agents, vendors and managers to contribute news, stories, anecdotes and other useful information with their peers. Industry vendors and analysts are encouraged to share client success stories.
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