The Ultimate CX Agent Guide: How to be the ‘employer of choice’ and not an internet meme

Published by NICE

Are your agents ready to manage voice and digital interactions in a digital-first omnichannel environment?

We asked CX coaching experts about building user-friendly contact centre onboarding and training programs to prepare new and existing agents to handle sales, support, customer service, and more no matter what channel customers use. Do your agents need de-escalation training? Real-time coaching? Remote learning? Use this eBook as a training guide—it covers that and more.

You learn how to:

  • Use call centre training techniques and coaching methods to drive first call resolution
  • Increase agent engagement through gamification of training topics
  • Support agents from onboarding through ever boarding to drive great CX
  • Improve CX by optimizing your agent training program at your contact centre or call centre 

Download this meme-filled guide on training agents in a digital-first world.

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Related Categories Customer Interaction, Cross Channel, Customer Data, Customer Relationship, Digital Marketing, Online Marketing, B2B, Collaboration, Technology, Customer retention, Online Marketing, Measurement, Online Marketing, Engaging customers, Digital Marketing