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Aligning Agent Behaviors with Caller Types

Overview/Description Successful customer service agents know how to recognize the tone of a caller and adapt to it. This Business Impact explores three of the more common caller types and outlines workable coping techniques. Target Audience Call Center Representatives, Supervisors and Managers Expected Duration (hours) 0.1 Lesson ObjectivesAligning Agent Behaviors with Caller Types

Creating an Effective On-hold Message

Overview/Description Ineffective on-hold messages can frustrate and alienate customer callers. This impact explains how to create an effective on-hold message. Expected Duration (hours) 0.1 Lesson ObjectivesCreating an Effective On-hold Message

Determining Proper-Expectation-management Techniques

Overview/Description This Challenge Series explores the options CSAs have at their disposal to manage customer expectations by recognizing which techniques and approaches are appropriate for a given situation. Expected Duration (hours) 0.2 Lesson ObjectivesDetermining Proper Expectation-management Techniques

Training Methods for CSRs in the Customer Contact Industry

Overview/Description There are several options available for training customer service representatives. This Challenge involves selecting the best method for training CSRs how to use new call management software. Expected Duration (hours) 0.2 Lesson ObjectivesTraining Methods for CSRs in the Customer Contact Industry

The Importance of Call Tracking and Ticketing

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