Running a contact centre is tough. Keeping staff motivated, productive and efficient all the time takes dedication, effort and resources. The goal of any customer service-driven centre is to make sure that no matter what a customer wants or needs, your contact centre can deliver it. First time. Every time.
Training and motivating your teams is crucial to keeping customers happy – and to keeping agents happy. As Richard Branson says – make your staff happy, and they’ll make your customers happy. Unhappy agents are not going to deliver optimal customer service.
There are different contact centre environments – sales, customer service and debt collection, for example – so this a broad guide to two common elements to all three environments rather than a detailed examination of those.