Hi all,
I am working with our contact centre at the moment on specific areas of their call assessment, with one of the topics being first time resolution and the impact of getting in wrong. Does anyone know of any activities/games we can incorporate that run for a max of 20 minutes?
Thanks in advance
Tracey
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Replies
Hi Tracey
I don’t have direct experience of this but thought this article was interesting, especially the focus on understanding the skills you have in your contact centre and understanding any repeat queries.
Also, sounds obvious but your KPIs will dictate any training activities so ensure the training aligns with them. For example, in the call handling environment average handling time can work against first contact resolution if the KPIs are geared towards reducing the average call time.
Martin