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

Takeaway tips: Remove barriers or obstacles that block the “can’ts,” provide needed tools (e.g., additional training), and streamline processes and procedures.

3.Won’t. These folks may be the hardest nuts to crack, said Reynolds. “They know what to do, and you know they’re capable of doing it, but they lack motivation, or simply may not be good fits for your company or the job.”