call center software Coaching Document Scripts 
Babelforce
SEPTEMBER 15, 2021
Experienced employees can provide real-time coaching and feedback, which many of them sincerely enjoy doing! 4 Go beyond scripts. Scripts help agents provide great customer service. Instead, teach agents the ideas behind the scripts so they are better equipped to help in a variety of situations. Case study: LUX Resorts.
Fonolo
JANUARY 31, 2023
Still have questions about call center training? What is Call Center Training? Simply put, call center training is any course, seminar, video, coaching session, or other activity that teaches the skills and behavior required for success in a call center. Act it out.
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JustCall
APRIL 15, 2024
Strict targets/metrics and micromanagement Agents must hit strict targets and metrics like call handle times and sales quotas. Every call is scrutinized rather than being trusted to do their jobs. They are forced to rigidly follow scripts and procedures. Agents feel like they have no autonomy.
Callminer
AUGUST 1, 2017
Make onboarding & ongoing coaching as stellar as possible. It’s crucial that contact centers implement a tool that pulls in all of the necessary portals and processes into one simplified platform. James Pollard is a marketing consultant who works specifically with financial advisors over at The Advisor Coach. James Pollard.
SharpenCX
JUNE 22, 2021
Your call center agents have to learn the product or service, the customer, the brand — oh my. Document answers once, then store them somewhere for easy access. They also encourage self-coaching. More autonomy is a good thing in the call center. This is where an internal knowledge bases come in handy.
NobelBiz
MARCH 14, 2023
Develop and implement standard call scripts that are compliant with regulations and provide consistency across all agents. Inadequate Agent Training: Inadequate training for call center employees and agents can lead to decreased productivity, increased errors, and compliance issues.
SharpenCX
MARCH 3, 2020
Eventually, the receptionist takes your paperwork, you’re led to a desk, handed a headset and script, and you’re told — get to work! Download Now: Learn how to better coach agents with 29 tactics and facts, starting with onboarding new employees. Don’t — Put off adding your call center agents to your software.
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