Training

How to Train Agents for Chat Support

Apr 28 2014

28 / Apr / 2014 By Cheyserr de la Cruz

Multi-tasking agents are one of the advantages of using chat as a support channel. A well trained phone agent can also be a chat support agent and can often manage several sessions simultaneously. But most importantly, chat support channel is another way to provide assistance for customers who might be multi-tasking themselves or just don't like to use other channels. The... more

Are You Losing Business to Poor Training and Development?

Sep 12 2012

12 / Sept / 2012

by Robin Villariza

In the past, management did not understand that there is a connection between human potential and a company's profit. In a call center it is essential to increase the effectiveness of the selection, recruitment, training and development processes by providing a new business paradigm and tools that increase... more