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Customer Service Skills Training and ROI

Statistics consistently reinforce that the biggest challenge in today?s contact center environment is agent training. Turnover continues to be high; new hire costs are on the rise?I?ve seen anywhere from $6500 to $10,000 quoted per agent! At the same time, losing customers because of bad call experiences negatively impacts your bottom line. What can you do? How do you justify the training expenditure?

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