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  • Top Games to Reinforce Agent Skills and Knowledge

    via Call Centre Helper
    Top Games to Reinforce Agent Skills and Knowledge
    When leaders think about knowledge retention, their first thought – more often than not – is to layer in more training, more documentation, and more reminders to use the knowledge base.
    But this isn’t always as effective as they would like. In fact, sometimes it can lead to knowledge overload and have the completely opposite effect!  This is where games come in! So long as they are used in the right way (of course!), they can help add a bit of fun to the shift AND boost performance.
    That�
    Read more

  • How to Successfully Introduce Video Chat Into Your Contact Centre

    via Call Centre Helper
    How to Successfully Introduce Video Chat Into Your Contact Centre
    Video chat has been around for years, but it’s never quite managed to establish itself as a mainstream contact centre channel. However, that could be starting to change!Our latest Call Centre Helper research found that 8.2% of contact centres are now using video chat, suggesting that more organizations are beginning to see the value of adding a visual element to their customer conversations.
    And when you think about the types of problems customers contact organizations about, it’s not diffic
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