6. Training in the call center

Experienced agents in the call center can benefit from which types of training?

a) Up-training: retrains agents on issues identified during the quality assurance process or teaches agents about new products, services, systems or procedures.
b) Communications training: teaches agents techniques for handling challenging customers.
c) Time management training: assists agents in multi-tasking and managing their time effectively.
d) All of the above

ANSWER: D

According to Donna Fluss, Principal of DMG Consulting LLC, even experienced call center agents benefit from training on a continuous basis. She recommends communications training, time management training and systems training, among other training sessions.

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