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Posts and information about call center agents
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Agent
Call centers that did COVID-19 “contact tracing” have grown like crazy the past two years. The federal government, States and local communities created new call centers to handle this work. Numerous contracts were awarded. It looks like the beginning of the end for many of these centers. This week, the State of Maine decided to…
Agent
Different retailers and businesses have different views on how to train their call center staff to handle customer service calls. Some businesses want to standardize call handling and require agents to follow fairly regimented scripts. Other businesses allow their agents to “free form” and handle customer service calls without following a customer service script. There…