Contact Centers are a critical customer service touch-point for many companies. But while the the rapid advances in CX technology continues to build efficiency and effectiveness, it is the customer service skills of the live individuals that still make the biggest difference.
When a customer calls, tweets or begins a chat, the experience he or she has reflects on the entire company. Agents need to have both great skill and amazing attitudes to ensure each customer has an outstanding experience.
Belding’s customer service training programs for contact centers give your team the tools to create successful outcomes and build customer loyalty. They transfer key telephone, email and live chat skills – including etiquette, call control, positive language and listening skills.
In a contact center, there is a direct cause-and-effect relationship between customer service skills and business performance. The payoff of training is reduced customer churn and fewer escalations.
We can show you how a program will usually pay for itself within just the first month.
Training, when it is done well and when the proper support structure is in place, doesn’t just improve individual skills. The concepts and expectations become part of your culture. A strong culture is the best defense against high turnover.
To quote the late Zig Ziglar, “The only thing worse than training an employee and having them leave, is to not train them, and have them stay.”
Belding has been designing and delivering customer service training programs for contact center environments for over 20 years. Contact us today to learn more about what we can do for you.
How One Person Can Create Unshakeable Loyalty
The Six Pillars of Customer Service are the strategic starting point for the development of our award-winning customer service training programs
Outstanding Customer Service
Belding’s award-winning Outstanding Customer Service workshops are ideal if you are looking for highly-successful in-house customer service training sessions for your team.
The Outstanding series has three levels and includes a certification option.
Each module is carefully customized for your team and the specific nature of your customer interactions.