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How do you keep agents' skill sharp? Messages in this topic - RSS

Posts: 115

Posts: 115
Happy Customer Service Week!

Please join us today at 1:00 ET as special guest host Jeff Toister leads a discussion on keep service agent's skills sharp. Here are the questions he plans to cover:

IB: What are your plans for Customer Service Week?

Q1: What customer service skills are most challenging for agents?

Q2: How do you train new hires on customer service?

Q3: Do you offer periodic refresher training?

Q4: How can you identify agents' customer service skill gaps?

Q5: What are the keys to an effective quality assurance process?

Q6: How do you get agents to buy-in to ongoing coaching?

Q7: How can leaders reinforce good customer service skills?

Q8: How can we prevent agents from losing focus on customer service?

Q9: What do you personally do to keep your own service skills sharp?

Q10: What tools or resources do you recommend for developing customer service skills?

Erica Strother Marois
Community Strategist, ICMI
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