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Contact Center: Training Q&A
7/2/2009	Can you suggest some techniques for helping call center agents to re-focus chatty customers so that agents can be more efficient in addressing the reason for the call?
9/15/2008	How can we help our call center agents deal with the emotional strain of the calls they are taking so that they can still handle each one with the appropriate amount of empathy and professionalism? In back to back calls, our agents might speak to a parent who is crying because they have lost their child and then a caller who is irate because they haven't received a check. By the end of the day our agents are often an emotional wreck. Is there anything we can do to help them handle call center stress?
2/22/2008	How can we motivate our technical call center agents to up-sell products when they were originally recruited for a technical support position?
2/21/2008	I am a senior quality assurance (QA) compliance and quality specialist in a call center department of a healthcare company that handles calls for small business groups (we deal with health insurance coverage). We review the underwriting and re-certification processes as well as the calls that come in. I want to start running quarterly training sessions for our QA analyst staff members. I don't want to re-teach them their job, so what other training topics would you recommend?
1/17/2008	How can I streamline the communication process between call center agents and the internal help desk and reduce help desk average handle time (AHT)?
12/11/2007	What is the best way to manage a constant flow of hiring and training in the call center? Our call center is on a continuous hiring cycle and our new hire training is five weeks long. How do we manage this and achieve the maximum benefit for both human resources (HR) and the call center?
8/29/2007	Is agent empathy in call centers something you can improve with scripting? I am especially curious about call center agents who deal with customer assistance in emergencies. Or is empathy something you need to work on by getting reps to "feel" more empathetic on the phone, which will translate into the entire conversation with the customer? What do you think is the best approach?
6/28/2007	I would like to have more information on training to be given to Call Quality Controllers and Total Quality Management Coordinators.
5/29/2007	Can you suggest some cost-saving tips for running call center agent training on a shoestring budget?
4/27/2007	Do you have any suggestions for work that call center agents can do at their desks during off-peak hours? Our agents are working on inbound calls only in a secure area where they are not allowed to have even paper or pens at their work areas. I am new here, but I don't think employees sleeping at their desks is a best practice.
3/15/2007	I'm researching call center behaviors, in particular how to deal with customers when discussing sensitive issues such as death of a partner or family member, divorce or registration as blind or disabled. Can you suggest any training programs, research material, sources of information about processes or scripts that have been generated to help call center managers deal with such calls?
8/2/2006	What percentage of a call center budget should go to training? My budget was cut significantly this year and I need to train a number of new agents � I'm not sure what's standard for training.



	5/8/2013 - DMG Consulting Releases 2013 � 2014 Contact Center Workforce Management Market Report
	3/15/2013 - DMG Consulting Releases 2012 - 2013 Workforce Optimization Product and Market Report


	5/13/2013 - Improve Contact Center Performance with Real-Time Metrics
	3/13/2013 - Workforce Management Doesn�t Have to be So Hard
	3/1/2013 - Building the Business Case for a Cloud-Based Contact Center Solution


	5/6/2013 - Multi-Channel: A Must for Today�s Contact Center (ConnectFirst)
	4/10/2013 - Transforming Your Contact Center Into an Essential Corporate Contributor (SupportIndustry.com)
	3/1/2013 - Changing the Face of Workforce Optimization (destinationCRM.com)

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Contact Center: Training Q&A