For example, at Pleasant Company, agents must be able to respond to different types of people. Their customers range anywhere from the aquot;gushy grandma, aquot; who desires to learn all about the dolla#39;s features, to aquot;frantic aunt, aquot; who is in a rush and wants to get her order ... To a certain extent, your new call center agents are like novice actors following a very specific script. ... Often, an agent handles the initial call and then forwards service request information to a service technician.
|Title||:||Call Center Training|
|Publisher||:||American Society for Training and Development - 2000|