Training and e-learning, do they really work?
When I raised this subject with some of my contact centre management colleagues and clients I was surprised at the depth of feeling there was. Both positive and negative.
It seems that when e-learning was but a twinkle in the eye of many, a number of “ ... How to deal with difficult customers
Dealing with difficult customers is a part of every contact centre agents day. Difficult customers can be defined by their tone, their language or the problem.
What has surprised us through our research is the lack of training agents and team leaders ...