The Forrester #CX Professional’s Guide reports customers are 7x more likely to spend more time with brands that solve their problems quickly – and 8x more likely to spend more with those brands. Learn how to uplevel customer (and agent) experiences by focusing on people, programs, processes and technology.
The Ultimate CX Agent Guide: Hiring, training, onboarding, and measuring agents in a digital-first world
Are your agents ready to manage voice and digital interactions in a digital-first omnichannel environment? Your customers using digital technology in daily life expect call centre agents to be as digitally fluent as they are—and they want fast resolution through any channel. Agent roles expanded after digital transformation. They don’t just handle break-fix support calls anymore.
The inner circle guide to omnichannel in the contact centre (ContactBabel)
New agent training tips for today’s digital world
More and more people are turning to forms of communication other than phone calls. In response to this evolution, contact centers should turn the focus to training contact centre agents to handle digital-first customers reaching out on platforms such as social media, chatbots, and text messages. But where to start?