Techniques for Shaping Call Behaviors
Most contact centers are in a constant state of change; hiring new staff, changing processes, or releasing new products or services. If these changes aren’t carefully monitored and managed, service can quickly become inconsistent. Effective coaching is an essential component in maintaining and improving the service you provide to your customers.
In this eight-part course, students will learn:
Students will also have the opportunity to deliver feedback on three calls via engaging interactions, to reinforce, or correct, agent behaviors for each scenario.