Agent training tips for productive-from-anywhere contact centres

The modern customer spends 17 hours on screens a day, turning to social streams for advice and the web for answers. They order and return products online—often, without human interaction.

In fact, 68% prefer self-service for simple support. But when they do want to talk to a person, 59% expect to connect easily to an agent who already has the answer.

How do you train agents to be everywhere and everything whenever customers need them?
With these tips.