Laura Sikorski interviewed Randi Busse, President of Workforce Development Group, and Michael Brunken, Vice President of Operations at NetTel USA on why training has a positive impact on how your staff relates and satisfies your customers.
Mike discussed a customer satisfaction results survey that caused concern and the need for the company to re-evaluate their contact center training program.
Randi was hired to develop a customized Training Plan to enhance soft skills. Her goal was to help employees think like owners and show the staff what great customer looked and felt like. Each employee attended four 2-hour sessions over an 8 week period. Managers received additional training on how to coach.
Hear more about the sessions, the impact on staff and success of this training.
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