January 30, 2018 / GuidesFor Team
There are many articles predicting the end of the call center industry. There are valid reasons for it. Chatbots, social media, online ordering, AI, and millennials to name a few.
But there will always be complicated problems where it is necessary to talk to a live person. There are also traditional consumers who simply prefer it. If call center agents are to survive as a profession, they have to grow their skills.
This article talks about how to move from the “monkey with a script” mentality to an actual real live agent. It is advice on how to evolve both the management mindset and the agent themselves.
– Miyagi Kazuki
Posted In: Research