ProProfs Blog

DECEMBER 12, 2019

Train Your Help Desk Employees. Create a Self-Service Portal and a Service Catalog. And of course, use the right combination of help desk tips and tricks. Train Your Help Desk Employees. Create a Self-Service Portal and a Service Catalog. Improving Help Desk Performance in Ten Steps. Gather the Right Metrics.

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Wait times Metrics Self service Feedback 143

Toister Performance Solutions

JANUARY 28, 2020

When I started working in the catalog industry nearly 25 years ago, people would call and ask to be sent a catalog. Today, that catalog is online and nobody needs to call for it. A recent study from Axonify revealed that 23 percent of contact center agents receive no formal training. I recommend video instead.

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Self service Contact Center Accountability Personalization 100

Toister Performance Solutions

JULY 29, 2021

My department was asked to create a training program to help contact center agents pitch the company credit card to customers who called in to place an order from our catalog. When they were, a little box popped up on the agent's screen that prompted the agent to offer the card. One agent, Betty, really stood out.

Customer Service 71

Customer Service Contact Center Sales Accountability 71

Balto

MAY 20, 2022

This week, we’re discussing a problem that can decrease an organization’s bandwidth and negatively impact profits: onboarding agents takes too long. Why Does It Take So Long to Onboard Agents ? When agents aren’t properly trained, customer experience suffers. Quality conversations drive contact center success.

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Scripts Contact Center Finance contact center solutions 52

Toister Performance Solutions

SEPTEMBER 13, 2018

Discussion question: What process do you have in place to allow your frontline agents to resolve or report problems? My research led me to a helpful exchange with a support agent at MailChimp , the company that powers my newsletter. Are they trained to search for and identify icebergs? I probably spent an hour or so.

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Feedback Surveys Advertising Customer Service 80

NobelBiz

JULY 18, 2023

Unraveling the Essence of Skills-Based Routing According to Wikipedia, Skills-based routing (SBR) is a call-assignment strategy used in call centers to assign incoming calls to the most suitable agent, instead of simply choosing the next available agent. That’s essentially what skills-based routing is all about.

Management 52

Management First call resolution Contact center software Call Center 52

Toister Performance Solutions

DECEMBER 20, 2018

One of the great things about training videos is the scenes where actors play out a customer service scenario. A common complaint for many training videos is the scenes are unrealistic and cheesy. Here's how I create scenes for my courses. Note: This post originally appeared on LinkedIn. Sometimes, my ideas are easy to execute.

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Contact Center Scripts Customer emotions Coaching 50