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Connect First Blog Posts

8 Great Tips for Training New Call Center Agents

Posted by Rob S. on Apr 18, 2017 9:00:00 AM

 One of the keys to running a successful call center in today’s world is ensuring that customer expectations are always met. Increasingly, customers expect that when they call into a contact center, their problems will be solved quickly via the expert ministrations of a highly skilled agent. Things may not always pan out that rosily, but call center managers should still do everything within their power to ensure their agents are trained thoroughly and possess the necessary skills to handle customer inquiries quickly and efficiently.

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Topics: Agent Engagement, Agent Training, Contact Center Agent Engagement, Customer Experience, Training

12 Easy Steps to Become a Better Team Leader

Posted by Darryl M. on Mar 15, 2017 9:00:00 AM

Managing a call center can be tough. Too often, you have to deal with frustrated employees, unhappy customers, and an uncomfortable work atmosphere.

But it doesn't have to be that way. In fact, you can take a number of easy steps that can help you become a better team leader, improving both the happiness and productivity of your contact center agents. Here are 12 steps you can take to become a better team leader:

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Topics: Agent Engagement, Agent Retention, Agent Training, Contact Center Agent Engagement, agent-customer interactions, Agents

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