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1 week ago According to Caroline Cooper, a Trainer and Consultant at Naturally Loyal, there are two elements that need to be part of a contact centre training exercise to gain maximum value from it. These elements include a specific and relevant key message and the need for the exercise to be participative. Caroline says: … See more
1 week ago Conversation Simulation. Overview: A conversation simulation is kind of an interactive game … Yes, and… Time: 5+ minutes. Number of participants: Two or more people. Tools needed: … Customer Role Play. Time: 30 minutes. Number of participants: Four or more people. Tools … The Customer is Always… Time: 30 minutes. Number of participants: Two or more people. … Never Say Never. Time: 30 minutes. Number of participants: Two or more people. Tools … See full list on ispringsolutions.com
› Estimated Reading Time: 8 mins
1. Conversation Simulation. Overview: A conversation simulation is kind of an interactive game …
2. Yes, and… Time: 5+ minutes. Number of participants: Two or more people. Tools needed: …
3. Customer Role Play. Time: 30 minutes. Number of participants: Four or more people. Tools …
4. The Customer is Always… Time: 30 minutes. Number of participants: Two or more people. …
5. Never Say Never. Time: 30 minutes. Number of participants: Two or more people. Tools …
6 days ago Break the Ice. Before you jump into training, break the ice. Give everyone a … Are You Listening? After breaking the ice, it’s important to test the listening … Telephone. You can also play the telephone game to test listening. Have all … Do You Remember? Often, call center agents think that they’re better at … Angry and Happy Customer. It’s important to put your call center agents into … See full list on scorebuddyqa.com
1. Break the Ice. Before you jump into training, break the ice. Give everyone a …
2. Are You Listening? After breaking the ice, it’s important to test the listening …
3. Telephone. You can also play the telephone game to test listening. Have all …
4. Do You Remember? Often, call center agents think that they’re better at …
5. Angry and Happy Customer. It’s important to put your call center agents into …
1 week ago WEB Sep 27, 2018 · According to a study by CCW, training is the No. 2 priority for contact centers in 2018, as they believe tools and training play crucial roles in driving the agent experience.. You have to be diligent if you want to improve your agents’ performance with call center soft skills training activities. Skills like communication, questioning …
4 days ago WEB Sep 18, 2018 · 1. Customer success showoff. Give each agent a whiteboard and a couple of whiteboard markers. At the end of each call, email, or live chat session they respond to, the agent is allowed to (but doesn’t have to) write down something the customer said on the whiteboard – a maximum of one sentence/phrase per call.
2 days ago WEB Jul 8, 2020 · Here are five ways to get smart with training to improve agent performance and boost long-term customer experience. 1. Embrace continuous training. The most successful contact centers are abandoning point-in-time, one-size-fits-all training programs. Traditional onetime, classroom-type call center training, delivered to all new …
1 week ago WEB Jan 30, 2024 · 6. Use real-life scenarios for role-playing. Role-playing exercises using real-life scenarios as call center training tips can prepare agents for real-life customer interactions. This hands-on approach allows agents to practice their communication and problem-solving skills in a safe environment. 7.
1 week ago WEB Apr 4, 2023 · 20 Questions. This classic road-trip game encourages your agents to think critically and ask thoughtful questions. Have one agent select a mystery word that falls into the category of “person,” “place,” or “thing.”. Then, each agent will ask a question that can be answered with “yes” or “no” to narrow down the word.
4 days ago WEB Aug 31, 2021 · Give them prompts to help them imagine a realistic situation, and then coach them on how to use reflective listening to resolve the issue. 3. “Present the Product”. Customer service reps that truly understand the ins and outs of their company’s product are in a much better position to assist customers.
1 day ago WEB December 14, 2022. Call center gamification is a fun, engaging, and incredibly effective way to improve agent performance, increase productivity levels, foster a sense of teamwork even within a remote work environment, and of course, make more sales. Top contact center providers like Genesys, NICE CXone, and Five9 offer native gamification ...
6 days ago WEB The best method depends on your call center culture. 5. Off the Clock Sports*. Reps love to be off the phones. It’s human nature. And setting up a sports game can be as easy as putting a green mat on the floor with a foam ball, hanging up a little nerf basketball hoop, or putting up a dartboard in your call center.
1 week ago WEB Jan 31, 2023 · 5 Fun Call Center Soft Skills Training Activities. 7. Shadowing top agents in your contact center. Peer learning is one of the most effective call center agent training methods, for agents at any stage. This is often used when onboarding a new employee, or when an employee is trying to learn a new role or skill.
3 days ago WEB Mar 6, 2023 · Our Contact Centers online training courses from LinkedIn Learning (formerly Lynda.com) provide you with the skills you need, from the fundamentals to advanced tips. Browse our wide selection of ...
5 days ago WEB A comprehensive guide to contact and call center training. Customer Support Manager - Tier 1. It’s no secret that many contact centers experience high agent turnover. A lot of folks think that’s because the job is unskilled and unrewarding. But it doesn’t have to be that way. By giving your agents the right tools to do their jobs well ...
2 days ago WEB Oct 25, 2023 · By leveraging an omnichannel experience enhanced by a unified agent desktop and analytics, implementing contact centers can steer themselves toward operational excellence and superior customer engagement. 2. Enhance agent training and development. Giving agents a centralized platform to interact seamlessly with customers …