Contact Centers If Money Isn't the Answer, What Is?

2. Regular training and informational meetings. In today's multichannel contact center, it's difficult for reps to keep track of numerous marketing and merchandising initiatives. Adequate training and current information helps them serve customers. Training on product and customer-handling techniques are two confidence boosters. As one rep explained, "Every call I take, I put my personal integrity on the line. I take that very seriously. I'm frustrated when the customer knows more than I do."