When starting a new job as a customer service agent at a contact centre, agents are trained, coached, and taught how to handle difficult calls. As the agent’s progress in their careers, they may take on new roles and responsibilities with little to no training or coaching. Either managers do not have time to provide this guidance, or they assume that the agents know what they are doing. Managing an entire team is also challenging for the manager. Below are some ideas on how to improve that interaction.
How to Create a Successful Contact Centre
