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I’m working as a Manager of Training & Development at a contact center. I was wondering if you have any tips for new hire training and product-specific training to make it more interesting and less monotonous for the agents/trainees.

I’m working as a Manager of Training & Development at a contact center. I was wondering if you have any tips for new hire training and product-specific training to make it more interesting and less monotonous for the agents/trainees.

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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?

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 […]

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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?

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 […]

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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?

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?

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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?

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 […]

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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.

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 […]

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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?

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 […]

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