Tag Archives: video

How can we create world-class service training for contact centre employees?

photographerWe were asked to conduct a series of focus groups to support the custom training being built by another consulting firm. Our proposal: instead of just talking to customers, why not bring in a video operator to capture real customer stories?

Net result: instead of using actors to portray typical service encounters, real customers told real stories that were used in the creation of training modules.

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