The call center is one of the most competitive industries in the world. The competition is fierce and goals are tight. Therefore, call centers have to keep upgrading their tools, infrastructure as well as a knowledge base and skill set.
Usually, call centers focus on getting the most experienced and skilled agents, so they can cater to the customers by delivering excellent customer services and experience. The call centers also get the best tools like intelligent call center software, so agents can work productively and customers receive prompt and satisfactory services. Having a team of skilled agents and the best tools will do half of the job. To complete another half of the job, call centers need to upgrade their knowledge base and team’s skill set.
Many call centers use advanced call center solutions like intelligent call center software, but they fail to take maximum advantage of these tools or they often get stuck at a certain level. All these happen because supervisors and agents get stuck in their daily routine and they do not invest time in skill development and knowledge enhancement.
The team of call center must follow some resources, which can help them know about:
Knowing all these, can help call centers to redefine their targets and working models, plus, upgrade their tools, to make sure they achieve the best returns from investments.
We all are living in the digital era. Digitization has made many things easier, including, knowledge sharing and learning. Therefore, call centers can easily upgrade their skills and knowledge and that also by using free resources.
If not daily, there are some resources, which teams of call centers must check weekly or biweekly. Let me share some of them.
1. Video tutorials
Videos are the most effective media for learning. Therefore, exploring video tutorials can be an easier and quicker way of learning. The call centers must give a few hours a week for their teams, so they can review relevant videos.
Many companies conduct webinars, which are often conducted by subject matter experts. In the webinar, call centers can receive both business and technical knowledge. Attending expert webinars can help call centers know about the latest changes, trends, etc. It also helps in learning about the technical aspects of the software like an intelligent call center solution. As webinars are also a form of video tutorials, learning becomes easier.
2. Blogs and articles
You should also read the latest blogs and articles on How to Guides, tips and tricks, feature explanation and use cases, etc. The blogs and articles will let you know about untouched and unused features available in your tools and improving other aspects related to the growth.
3. News section of your software provider
You must follow the news section of your vendor because this section will release all the news related to changes in the software, policy, legislation, etc. Being aware of changes can help you stay competitive.