Tag: call center agents

Screening for Writing Ability in Call Centers

Screening for Writing Ability in Call Centers

When e-mail emerged as a new option for consumers to communicate with companies, everyone knew the volume of e-mails would grow. After all, in an extra busy, online-centered world, fewer people are willing to wait on hold for the next available representative. What many call center leaders were not ready for, however, was the unbelievable …Continue Reading

Call Center Agents Speak Out: “If I don’t believe it, consumers won’t either”

Filed in Blog, Call Centers, Customer Service by on March 12, 2013 0 Comments
Call Center Agents Speak Out: “If I don’t believe it, consumers won’t either”

In our annual Contact Center Communication & Connection Study, we ask call center agents which statements they are instructed to say to consumers that they have a difficult time defending.  Due to the anonymous nature of this study, we are able to gather some refreshingly candid feedback.  This question has yielded some very interesting responses …Continue Reading