Hi, my name is Ruby and I am the Training Manager of a multi-national recreational developer.

I will appreciate if you can share with me your experiences in implementing the customer service programs in your company.

Thanks.
Ruby

The trend from call center consultant is to use agent self training with recordings. Basically the consultants puts in a call recording system, that the agent has access to their call recordings. Then the agent listens to how they are handling a call, the desire to self improve is greater when listening to their own voice.

To test the above, try it with a few of your agents as a hosted solution, and only pay on a per minute basis or .03 cents. If you see improvement within a month, start rotating your agents on and off as needed.
- Dominic