How to...roll out knowledge to contact centres
Posted by Verity Gough in Strategy on Mon, 09/11/2009 - 14:58
- Current trend to customer self-service will lead to a shift in agents handling more complex (and emotional) calls
- A positive learning culture with regular and effective communication is essential to keep contact centre staff knowledgeable
- Give customers and staff a shared elearning experience - engaging elearning helps build and maintain product knowledge
In a real-time business environment, how do you ensure staff are kept fully up to speed on new products and services, while also keeping customers happy? Lars Hyland outlines ways in which technology can improve knowledge, learning and communication in the pressurised environment of the contact centre.
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