blog tag contact-center-training 
Customer Service Life
DECEMBER 20, 2023
Image by Gerd Altmann from Pixabay It’s been 10 years since I wrote an article on this blog about the importance of never saying “No” to customers. Here’s the thing about contact center agents and the word “No” I firmly believe that contact center agents don’t actually like to tell customers they can’t do something.
Intercom, Inc.
MARCH 25, 2020
We’re also republishing this Help Center article to further help you reduce your Support team’s load so they can provide your customers with the personal support they need. You should put all of these questions and their answers together in an article , a blog post or on your website. Tag conversations for later.
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Customer Service Life
NOVEMBER 5, 2018
This article was originally published on the FCR blog on October 8, 2018. When you picture customer service training, what key elements come to mind? Now consider training for a team that’s distributed over multiple locations or a team of tenured agents needing ongoing training to keep skills and knowledge up to date.
Customer Service Life
FEBRUARY 4, 2019
The text of this article originally appeared on the ICMI blog on December 5, 2018. There are five such areas where I see significant gains for your contact center by upgrading in 2019 if you haven’t already. Slack has revolutionized contact center communication. Hint: Focus on Agent Performance.
Customer Service Life
MAY 21, 2018
This article was originally published on the ICMI Blog on March 29, 2018. But how many would list quality assurance, a standard contact center metric, as a customer experience metric? In the modern contact center, these ARE customer experience metrics. Click here to read the original. Average Handle Time (AHT).
Customer Service Life
MAY 15, 2017
This article was originally published on the FCR blog on May 3, 2017. At FCR we have an Emerging Technologies (ET) team that exists to learn about the various tools and technologies that can help companies deliver a better customer experience and help contact center leaders manage their teams better.
Execs In The Know
MAY 2, 2022
Making strategic training investments in this area will then generate higher ROI and better CSAT. In fact, 99% of contact centers don’t think their data intelligence strategy currently meets business needs. Gartner research puts the price tag at $14,113 per agent. Guest blog post written by ibex.
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