From the Publisher
In a recent contact center training special report published in Contact Center Pipeline, we found that 46% of respondents spend up to $1,000 per agent per year, while 17% spent between $1,000 to $5,000 per year. 71% offer 50 or less hours of agent training per year. 73% conduct their agent training within the call center.
Guidelines for putting together a social customer service training program for your contact center.
Monitoring/Coaching Practices • MONITORING • Contact Center/Call Center Management • Training • Metrics/Key Performance Indicators• Reporting, Scorecards, Analytics • HIRING/RETENTION • Workforce Management • Process Improvements • Customer Experience Management • Multichannel Strategy/Technology • Customer Surveys • Employee/Customer Engagement, Satisfaction • LEADERSHIP • contact center • multichannel • customer contact • call center • customer experience • CEM