Training

Welcome to the Training subject, the available knowlege bank articles are displayed below.

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Call Recording

Customer contact recording is increasingly on the agenda for organisations' overall CRM (Customer Relationship Marketing/Management) strategy, … View

Call Recording - Case Study 2

It has been a common misconception that call recording is a luxury, only needed by large contact centres, whereas small to medium sized businesses … View

Dispaly Screen Equipment Working Practices

(DSE) View

First Contact Resolution (FCR): Agent Perspective - Internal Resolved

First Call Resolution (FCR) can be seen from both the customer and agent perspective. With this in mind, it is usual to adopt two measures; both an… View

Multi-Skilled

Multi-skilled is a phrase used when an agent is sufficiently skilled to handle different types of calls.  This generally applies where there a… View

Nursery

A nursery is a live call centre where new recruits are placed after training. This allows them to work under direct supervision with floor-walk… View

Shrinkage Absences

Do you allow for appropriate staff shrinkage in your centre? View

Shrinkage Absences - Stress

Call handlers should not be expected to read training material or maintain their knowledge of products and promotions between calls, unless there a… View

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