Nothing is more important in the contact center than providing agents with the skills they need to offer a successful customer service experience.

 

In the call center training initiative, simulation based e-learning offers agent's examples and real-life situations in a safe environment to learn and develop effective skills before speaking to actual callers.

Recognizing the significance this and other training methods in the contact center, Customer Inter@ction Solutions Magazine has awarded Ulysses Learning's ServiceMentor Service to Sales offering as a 2006 Product of the Year recipient.

 

The 2006 Product of the Year award winners were selected based on their product's vision, leadership and attention detail. Winners represent the best in the industry and acknowledge proven commitment to quality and enhancement in technologies for the call center and CRM space.

 

With ServiceMentor, reps are able to utilize simulations to learn complex customer service skills. A blend of facilitated exercises also helps to train and reinforce their skills in the critical areas they need, once calls are taken.

 

ServiceMentor helps agents to take control of call conversations and learn to assist callers in resolving their problems in a way that is satisfying to both the caller and the business.

 

Nadji Tehrani, Executive Group Publisher and Editor-in-Chief of Customer Inter@ction Solutions Magazine commented, “These companies have proven they are committed to quality and excellence in solutions that benefit the customer experience as well as ROI for the companies that use them.  We’re proud to honor their hard work and accomplishments.”

 

A list of all award recipients can be found in the January and February issues of Customer Inter@ction Solutions Magazine.

 

  

Call Center Training: Effective Learning Beyond the Call

Proper Contact Center Employee Training Leads to Optimal Environment