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9 Ways to Instill Confidence in New Contact Center Agents

By Erica Marois | Date Published: July 27, 2018 - Last Updated December 03, 2018 | Comments

Starting a new job can be scary for anyone, but taking the first unsupervised call as a new contact center agent is particularly stressful. With so many unknowns and so many systems and processes to navigate, it can seem impossible to feel prepared. Looking for ways to boost confidence in your next class of new agents? Here are some tips from the #ICMIchat community.

Find a full chat transcript here, or read this blog post by Karin Hurt for even more advice.

Erica Marois, Sr. Manager, Content and Community, ICMI
As the Senior Manager for Content and Community at ICMI, Erica creates content and experiences that empower contact center professionals to deliver better service. She brings over 15 years of content and community management experience to ICMI and a passion for storyteller. Erica is a connector of people – in any medium – and loves bringing contact center leaders together to solve problems. Want to get more involved in the ICMI community? Reach out to Erica via email: [email protected]
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