Leading Your Agents to Success in the Multi-Channel Contact Center

Posted: 06/21/2011

From social media interaction to customer relationship management improvement, your contact center agents will now need to excel across multiple channels in order to successfully create the contemporary customer experience. But insofar as the demands of the modern contact center require agents to go beyond their initial job description, if not their skill levels, their original training, performance benchmarks and incentives no longer apply. With ongoing challenges related to recruiting and turnover compounding the issue, the evolving vision of the call center threatens to build another rift between management and the CSR. This fast-rising hurdle can only be overcome with a re-engineered strategy for workforce management, a proven one of which will be highlighted in this session.

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