Training Starts at The Bottom
In regard to the customer or patient experience, the goal of training is not about getting agents to blow people's minds with unforgettable or memorable experiences. This is not what customers or patients call for. Rather, training is about ensuring agents offer a highly professional experience, one that makes callers feel like, "These people are impressive, they are clearly competent, and it is obvious they value me." The proven way to impress callers is by conveying compet