Learn From Agents’ Past Experiences

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Here is an idea which will help bring new ideas into your contact centre.

It is really easy to do things the same way just because “it’s the way we’ve always done it”. Having a long-established management team in place can also make it difficult to challenge processes or generate genuinely new ideas.

A great way to expose yourself to a different point of view is to ask your new agents what worked well in their previous job.

By gaining an understanding of how other companies have tackled similar problems, you can begin to make positive changes in your own contact centre.

Author
Megan Jones

Megan is Editor at Call Centre Helper. She first started working for Call Centre Helper in 2013 and has held a number of roles - News Editor, Features Editor and now Editor.

She has visited a large number of award winning contact centres such as Tesco, Lego, BT and AA. She is well respected in the industry.

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