Staffing and training contact center agents have arguably never been more demanding. Customers are now charge of the relationships with the companies they do business with. They are dictating what they want, when they want it and how much they are willing to pay, and recommending to others, especially via social media/social channel, which outfits they should or should not spend their money on, based on their experiences. Contact centers must then make the time and money available to seek out and train those agents, located in employers' premises but increasingly at their homes, with the necessary talents to meet the needs of today's rightfully demanding customers. And while staffing and training properly is expensive, it is a bargain compared with the lost revenues when customers spend less or go to competitors.
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