Training contact centre agents in the age of COVID-19
Whilst face to face training can be highly effective, in this age of COVID-19 there is no question that online training is growing in popularity as a tool to improve the skills of call centre and customer service staff.
One of the key benefits of using online training in a call centre or customer service environment is flexibility and naturally, being able to deliver it directly to the agent rather than in a classroom environment. The ability to schedule training during the quieter periods, or across multiple shift times, also provides call centre managers with the ability to maximise efficiency whilst improving skills.
Customer Service online training also enables the ability to focus on specific skills through custom modules. How to manage angry customers, how to reduce your talk time, words to use in customer service and so on through to more advanced topics like contact centre management, customer experience management, workforce optimisation and more.
There are many providers that already have online videos and modules specifically designed to help call centre and customer service agents or training can be delivered directly from the trainer using services such as Zoom, Skype, Microsoft Teams etc.
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