Contact Centers: Three Reasons Contact Center Reps Fail to Measure Up

1.Don’t Know. In these cases, the rep simply is unaware of your expectations, or is unaware that his or her behavior or performance is not up to snuff. This problem is most often seen in new employees, said Reynolds. To do: Look for opportunities to boost your contact center’s educational components, including during the interview process, initial training, ongoing training and performance reviews.